About this role
About Intermedia Are you looking for a company where YOUR VOICE is heard? Where you can MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you. Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years! Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other’s back! Are you ready to make your mark? About the Role Intermedia is seeking a Technical Support Team Captain to join our award-winning Client Services organization. We’re actively recruiting for a candidate who is technically proficient and dedicated to managing a technical support team, as well as contributing to the daily support operation. The successful candidate will have a passion for leadership, employee development, and mentoring. Team Captains also contribute to projects related to strategic process improvements and customer experience. The successful individual will have extensive experience with people management, advanced technical knowledge of cloud communication, and a high level of expertise managing remote agents preferably in a call center environment. Our working environment is unique! If you share our desire for delivering on the ultimate team success, excited to hear from you! Highly experienced managing support teams in a remote environment. Assist with daily operations and manage a team of support specialist to provide proactive and reactive support to customers and partners. Effectively communicate and coach to performance expectations on case quality and customer interactions. Provide extensive coaching related to Intermedia’s product suite. Analyze feedback and data to identify top user issues for Voice services and present that data to stakeholders. Monitors call center metrics such as: Support Experience (CSAT), TAP (Trusted Advisor Program) FCR, Productivity, Work Quality, and Schedule Adherence. Meet or exceed operational and customer support experience metrics targets. Evaluates, prepares, and conducts weekly, monthly, quarterly, and annual performance reviews based on business need and team member performance. Strong ability to adapt to policy and procedure changes. Manage Footprints and Oracle Soft Cloud case workload. Create and maintain both internal and external support documents. Assist during major incident handling procedures in the event an outage occurs. This may include executive and customer facing communication. Work closely with the Workforce Management team to ensure schedule adherence and assignment to meet our SLA. Participate and contribute to strategic improvement projects as defined by the Support Senior Managers or Support Director. Collaborate and communicate with cross-functional teams including Product, Engineering, and Account Management to ensure support alignment. Strive daily to provide a Worry-Free Experience to customers and internal clients.