Technical Support Representative Team Lead

Team Lead, Technical Support Representative - Level 4Facility 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 a Team Lead, Technical Support Representative - Level 4, to join the Round Rock, TX team.As a Team Lead, Technical Support 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 then analyze, troubleshoot and resolve technical issues for various types, including connectivity, installation, and equipment defects.

You may remotely configure and troubleshoot client's equipment or simply educate customers. The Lead Technical Service Representative will lead, support and manage an assigned team as well as act as an escalation point to team members in an effort to successfully achieve departmental and company goals. In the event that an issue cannot be resolved at this level, you will escalate to the Floor Manager 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.ResponsibilitiesA Team Lead, Technical Support Representative - Level 4 will:Provides answers to clients by identifying problems; researching; guiding client through corrective stepsResearch required information using available resourcesRespond to tickets, resolve underlying issues and document occurrences and solutionsIdentify and escalate priority issues per Client specificationsAct as technical and soft skills lead for assigned team(s)Contribute to internal knowledge basePerforms adhoc training for team members during low volume periods and as requiredImproves system performance by identifying problems; recommending changesFollow up and make scheduled callbacks to customers where necessaryStay current with system information, changes and updatesDrive your team using Scrum methodology and executionWork as a team using SprintsQualificationsThe ideal candidate will satisfy the following requirements and qualifications:World-class customer service skillsActive listening skillsProblem solving capabilitiesProficient computer skills in remote desktops, G-Suite and OS navigationAbility to lead a team of 3 or more peopleRemarkable attention to proper phone etiquetteDemonstrated proficiency in typing and grammarAbility to organize documents and records as well as detailed note taking.High School diploma or General Education DegreeDemonstrated proficiency in EMS, HVAC and relay logic lighting controls2-5 years experience as a Technical Service Representative - Level 2 or above preferred Benefits Providing support for cutting edge technologyStable employment401K Program with matching contributionMedical, Dental and Life benefitsAdvancement 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.