Job Information
Facility Solutions Group, Inc. Team Lead (Night Shift) in Round Rock, Texas
Team Lead (Night Shift)
Job Details
Level
Experienced
Job Location
91 Smart Buildings - Round Rock, TX
Remote Type
N/A
Position Type
Full Time
Education Level
High School
Salary Range
$55,000.00 - $65,000.00 Salary
Travel Percentage
None
Job Shift
Day
Job Category
Construction
Description
Facility Solutions Group is dedicated to timeless contribution and service in lighting, electrical, energy, and technology fields. Our mission is to consistently provide our customers with superior value through quality products, service and support by contributing to the quality of life of all employees.
As one of the nation’s largest single-source providers of lighting and electrical products, electrical services, electrical construction, and energy management solutions Facility Solutions Group is expanding their staff and seeking aTeamLead, Technical Service Representative - Level 4,to join theRound Rock, Tx Team.
Job Description
As aTeamLead, Technical Service Representative - Level 4,you will work in a fast-paced communication center to resolve technical issues in a variety of methods, such as inbound phone calls, emails, alarms and chat. You will listen and then analyze, troubleshoot, and resolve technical issues of various types, including connectivity, installation, and equipment defects. You may remotely configure and troubleshoot the client’s equipment or simply educate customers. The Lead Technical Service Representative will act as an escalation point on an assigned team and will provide support to team members in an effort to successfully achieve company goals. In the event that an issue cannot be resolved at this level, you will escalate to the Team Owner for support or arrange dates, times, and access arrangements for a service call. You’ll utilize multiple computers and databases to record the results of interactions.
A Team Lead, Technical Service Representative - Level 4 will:
Provides answers to clients by identifying problems; researching; guiding clients through corrective steps
Research required information using available resources
Respond to tickets, resolve underlying issues, and document occurrences and solutions
Identify and escalate priority issues per Client specifications
Act as technical and soft skills lead for the assigned team(s)
Contribute to the internal knowledge base
Performs ad-hoc training for team members during low-volume periods and at the direction of the Team Owner
Improves system performance by identifying problems; recommending changes
Follow up and make scheduled callbacks to customers where necessary
Stay current with system information, changes, and updates
Work as team using sprints
Qualifications
Qualifications
The ideal candidate will satisfy the following requirements and qualifications:
World-class customer service skills
Active listening skills
Problem-solving capabilities
Proficient computer skills in remote desktops, G-Suite and OS navigation
Ability to lead a team of 3 or more people
Remarkable attention to proper phone etiquette
Demonstrated proficiency in typing and grammar
Ability to organize documents and records as well as detailed note taking.
High School diploma or General Education Degree
Experience in Help Desk, Energy Management, HVAC, or Electrical a plus!
2-5 years experience with Ulta as a Technical Service Representative - Level 2 or above preferred
Benefits
Providing support for cutting-edge technology
Stable employment
401K Program with matching contribution
Medical, Dental and Life benefits
Advancement opportunities for outstanding performers
FSG is an EEO/Affirmative Action Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.