Boink Systems
Support Team Leader Job Description
Job Title: Boink Client Support Services Team Leader
Description: To enhance and maintain the company’s relationships with its clients, partners, and Vendors;
To be the customer advocate by:
· Monitoring the efficient resolution of Customer Issues
· Compiling feedback and requests to improve product development
· Managing materials and programs to ensure the highest level of staff training
· Constantly finding new ways to exceed customer support and product expectations.
· Managing all new installation Client and Customer conversion
· Ensuring best methods and avenues of Communication between client, team members, partners and other groups within the company.
To support CSS team members by:
· Ensuring the best methods for team communication
· Maintaining the highest quality team members through proper hiring, training and coaching.
· Accessing team structure in order to efficiently control client support.
Schedule:
Daily Duties:
- Review open tickets and coach team members on proper procedures for tracking and resolving them
- Speak to each full time support tech (including South America) every day
- Assist with all essential Support Department activities
- Complete a daily checklist and report that contains a prioritized listing of open tickets and their progress and send to supervisor.
- Contact Client Theater/Buffet/QSR staff whenever necessary
- Ensure that (866) Go-Boink Support line calls are appropriately handled (notate on checklist)
- Compile and Track all Customer Requests
- Assist the Support Department with all administrative tasks and ensure collectables are submitted in a timely manner.
- Assist with all Integration and Partner administration
Weekly Duties:
- Contact one client every week to monitor service levels and need for staff training and follow up with team member (track with log).
Monthly Duties:
- Conduct a conference call with all team members
- Access hiring needs
- Review and update support website
- Access team member training to see if each member is current and maintain in a log.
- Review all Client Training Materials and Programs for Improvement
- Review and update team training materials
- Analyze Support Department Spending to cut costs
As Scheduled:
- Manage the training of new technicians
Important Note: To add a consistent structure to this critical position, it will be necessary to maintain and constantly update the “CSS Team Leader Log” to track daily, weekly and monthly duties which contains:
Daily Report:
§ Outstanding Red Lights
§ Resolved red lights
§ Communication Checklist
§ 886 Line Notes
§ Open tickets and follow-up
Weekly Checklist
§ Listing of all sites and those contacted
Monthly Checklist
§ Team Member training log
3333 Northwest 21st Street • miami • florida • 33142
www.boink.com • Phone: (800)go-boink • Fax: (305)468-6244
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