TECHNICAL SUPPORT REPRESENTATIVE III-Lead Position - (US-IN-Southport - 46247)

Minimum Education: None
Jobcode: L:105961391
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Serving students, families, teachers, and educational leaders, CTB/McGraw-Hill is the leading provider of full-service educational assessment and reporting products for PreK-12, adult education, and statewide testing programs. CTB's comprehensive range of formative and summative assessments, reporting tools, instructional programs, software, and services are built upon a tradition of research, innovation, and technical quality that benefit learners of all ages.   We are looking for an exceptional customer driven and interactive lead person to actively service and communicate to our customers as the first point of contact for technical support and manage daily supervision of the team.  The TECHNICAL SUPPORT REPRESENTATIVE, TEAM LEAD will serve as the escalation path for unresolved and complicated customer issues.  This role will also provide information, instruction and/or resolution to technical issues related to personal computers, networks, internet/web based applications.   Position is located at our Indianapolis, INDIANA site location.    You MUST perform and maintain acceptable performance levels regarding customer hold time, call length and volume, number of orders processed and overall customer satisfaction.  You will actively engage customer in revenue generating sell-up or cross-sell opportunities.    Here's what you will get to do: STRONG Customer telephone support - receive, respond, resolve continuous inbound customer calls. Provide information, instruction and/or resolution to technical related questions regarding the use of online, web-based products. Accountable for daily supervision of team. Resolve escalated customer issues and complaints. Manages and responds to highest escalation of calls requiring resolution of non-scripted issues. Provide instruction, training, feedback and direction to team. Identify sell-up and cross-sell product opportunities to existing customers for revenue generation and guide team members in the process. Liaison to Tier 3 technology support. Generate software renewals; outbound calls to customers who have not renewed. Provide training or troubleshooting services for online, software, or web-based products for custom contract online testing programs. Consistently communicate with Product/Program Managers and sales staff regarding customer issues. Here is what YOU will need to be successful: CALL CENTER EXPERIENCE A MUST!  5+ years in an inbound call center environment requiring EXTERNAL telephone customer interaction and response.  Associate Degree in computer science/technology related field OR equivalent combination of education and experience.  MUST HAVE SUPERVISORY OR LEAD EXPERIENCE!  5+ years supervising, directing and instructing an inbound call center. DETAIL DRIVEN!  Pull together and organize reports and statistical information for senior management. MUST have proficient knowledge of online data base and management systems. Knowledge of numerous software programs including PC's, Macs, Internet, HTML, web-based applications, networks, Microsoft products to quickly troubleshoot, identify and resolve first/second level issues. Successful communication abilities that manage and influence customer expectations, emotions and escalations. Manage multiple call volumes. For additional information about CTB please go to http://www.ctb.com .   McGraw-Hill Education - Where the World Learns to Succeed