- Looking to get their foot in the door in an IT industry -- high growth potential
- Experience with ticketing systems
- Demonstrated success with remote teams
Insight Global is seeking a Lead Customer Care Specialist for one of our clients who is a growing leader in education, operating schools and educational programs around the world that span the life cycle of a student from early learning to higher education. This role will start 100% remote, but need to be around the Knoxville, TN area. There are two shifts both are Monday through Friday. First shift is 7:30-4:30pm EST and second shift is 11:30-8pm EST.
In this role you will be responsible for leading a team of 5 individuals who are responsible for the initial contact with customers to understand and document reported issues. You will oversee as well as be hands-on; accurately document users' information, triage steps and resolutions/escalation notes. Most of the calls will be between 3-5 minutes long where your main goal is to get all of the caller's information accurately and let them know what triage steps are next. We are expecting these people to have a high level of emotional intelligence and be able to remain calm when times are tough. We need people with a calm demeanor and the ability to resolve solutions quickly and effectively.
If you are looking to get your foot in the door and grow within an IT organization this role could be a great steppingstone. There is high growth potential through the IT organization if someone demonstrates the right skills and success.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.