U.S. Bank talech Tier 2 Support Supervisor in Tempe, Arizona
At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
Job DescriptionThe Company: talech is an innovator in the POS space for small and medium businesses (SMB). The Palo Alto-based FinTech helps SMB, predominantly in the Retail, Restaurants and Services verticals simplify operations and make better decisions through an integrated point-of-sale system. We support the growing numbers and needs of >10,000 customers in North America and EMEA. In late 2019 talech was acquired by US Bank and is now a division of the company. Within US Bank, talech is tasked with leading the charge on the digital transformation required to enable the development and execution of a comprehensive digital experience for SMBs where the interface to the customers is the talech POS and from it a comprehensive set of additional solutions (software and banking alike!) are enabled to the customers.
The Customer Success Function: The primary objective of the Customer Success function is to ensure our customers maximize the value they service from the solutions they acquired from us, while making them raving-fans of the company. Based on that initial delight and success the CS team follows to expand the solution-set the customers utilize from the company to provide more value to them as well as more revenue to the company.
Under the responsibility of the Customer Success function are all post-sales activities including: Initial customer onboarding, ongoing technical and application support, customer training and knowledge transfer, customer management towards accelerating user adoption and program expansion, and more.
Within Customer Success, the Technical Support and Customer Care function is the team responsible for ensuring our customers are able to use our solution in the most effective and uninterrupted way, and we can address any and all question, concern or challenge they encounter as quickly (speed!), Effectively (quality!) and efficiently (low effort!). Our Customer Care team is a 24x7 operations for our customer consisting of Tier 1 and Tier 2 agents with a number of supporting functions like Training, Quality Assurance and Workforce Management.
Job Description: Tier 2 Operations Supervisor talech seeks to expand its talented Technical Support and Customer Care team with an experienced Tier 2 Supervisor. In this role you’ll be responsible for managing a team of Tier 2 Escalation and advanced support working to serve our customers and internal teams. This group is responsible for assisting Tier 1 team members with support questions, accepting warm transfers for some advanced issues, and working on advanced escalations. Customer service and relationship management are key tenants of this role.
The Technical Support team provides a 24x7 Contact Center to respond to customer inbound calls, emails and chats with the aim to maximize value to customers by minimizing their wait time, down time and effort in resolving issues. As a support team, we provide T1 support services with a very stringent SLA (ex: 80% of calls responded to in <180 seconds) and a T2 capabilities via escalations to more technical needs. Our operations span NA and EMEA.
Objectives of this Role: Lead and guide a team of escalation and/or help desk specialists to overcome challenges and better serve our customers, internal teams, partners and sellers. General Duties (Includes but is not limited to the following): · Knowledge of Zendesk or Service Cloud · Resource as SME in internal product conversations on customer impact · Monitor ongoing escalations to ensure timely resolution · Facilitate customer complaint processes with timely updates · Drive outage investigations and provide updates · Advocate and lead a team of 10-14 hourly team members · Drive WFM for a 24/7 support model
Expected Results of Position: We measure the performance of the team based on the level of service to customers and the efficiency by which we deliver that. Key metrics include: 1. SLA: Ensure timely resolution and timely response times throughout escalated cases 2. FCR: Maximize portion of cases resolved on first call. 3. CSAT: Enhance customer satisfaction with level of service provided by agents 4. AHT: Minimize level of effort required to resolve issues - both by customers and by our agents. 5. People Management: Ensure agents are attending their shifts, perform their duties, improve their performance, continually enhance their knowledge and improve their skills and enjoy their work.
Our Ideal Candidate Has: 1. 3+ years of experience in Technical Support and/or Customer Care/Call Center leadership 2. Proven expertise with SaaS solutions and Cloud technologies 3. Passion for helping customers! 4. Proven expertise working with hardware and software delivery models 5. A Player-Coach mentality with propensity for hands-on work. Lead by example! 6. A growth mindset: wishes to excel in what s/he does, and the openness to feedback in order to constantly improve. 7. A good leader: someone others want to work for, possesses strong interpersonal skills, genuine care for people and a track record of building collaborative relationships 8. Experience with POS solutions and/or work with SMBs in Retail, Restaurants and/or Services fields is a major plus. 9. Good manner, fun to work with, makes people want to work with 10. Ability to work flexible times including occasional beyond normal hours as the business needs.
Benefits: Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.
Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.
EEO is the Law Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law poster.
E-Verify U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.
U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.