Virtual Collaboration Team Lead - Help Desk- Mesa AZ

Collabtech is hiring for the position of Help Desk Lead at Collabdesk, located in Mesa, AZ. We are looking for a high-performing candidate with strong technical skills and a significant training impact.

**MULTILINGUAL: SPANISH SPEAKER / PORTUGUESE SPEAKER**

Job Summary:

The Virtual Collaboration Help Desk Team Lead position provides daily support to Collabdesk employees and assists with technical escalations, training, and Q&A. Additionally, the Team Lead role will be responsible for providing direct technical support to clients as an active Collaboration technician.

Key Responsibilities:

• Assist and train Virtual Collaboration Technicians on process, procedure, and technical skills 20%
• Update and maintain Help Desk Documentation and knowledgebase articles for aligned clients in support of ever-improving Level 1 resolutions and customer satisfaction 10%
• Work on tickets escalated by call center analysts with a focus on training and knowledge base opportunities
• Directly assist the team as part of the Call Center queue for assigned languages or during volume spikes/absences. 50%
• Ensure the team communicates with customers quickly and effectively within the SLA timeframe. 10%
• Focus on departmental operational execution, assisting appropriate service-level focus from aligned teams.
• Reporting on staff metrics

Job Requirements:

• 2+ years of Technical Call Center/Help Desk experience
• 1+year experience in a supervisory or leadership role
• Multilingual: Spanish/ Portugeuese speaker
• Comfortable with working on multiple open tickets simultaneously.
• Comfortable with investigating, analyzing, and troubleshooting complex client issues.
• Able to make decisions on service ticket resolution without supervision.
• Act as a positive and supportive influence within the team
• Ability to effectively communicate and train aligned team members
• Demonstrated skills related to professionalism within the work environment and in front of customers/clients.
• Basic understanding of most of the following, and Proficient in at least three of the following:
• Windows Operating Systems –7-11
• MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) – 2000-2016
• Collaboration tools, including Teams, Meets, Zoom
• Basic network support:
• Understanding of a domain/corporate IT environment, including PC/Laptop setup and troubleshooting steps.
• Basic knowledge of network technologies (LAN, WAN, wireless)
• Computer hardware support:
• Troubleshoot issues with laptops, desktops, compute devices
• USB devices and peripherals
• Associate's Degree in Information Technology or equivalent experience.
• At least 1 of the following relevant industry certifications is preferred:
• CompTIA A+
• MCDST
• HDI-SCA – HDI Support Center Analyst

Communication skills

• Customer service skills are key:, we focus on helping PEOPLE through supporting technology. Making happy customers is our #1 priority!
• Excellent verbal and written communication skills are a necessity.
• Ability to stay calm under pressure and/or escalating issues in high- pressure situations.
• Video Conferencing may be required from time to time.
• Must be able to document solutions in our knowledge base tool, sharing knowledge and capabilities with the rest of the team.

Service Planning

• Staying available for calls and tickets throughout the duration of your shift.
• Being available for our re-occurring on-call support rotation schedules.
• Work as a cohesive member of the support team, providing support to others whenever possible.
• Contribute to globally standardizing Collabtech’s resources within the broader team to simplify and optimize the services provided.

Delivery

• Accountable, timely, and quality delivery of services.
• Manage service requests rom end- to- end to ensure the quality and completion of an incident. OWN the customer experience!
• Ensure any scheduled appointments are meticulously tracked and attended.
• Understand and help further improve the core goal of delighting each and every client.

Experience:

• 3 year+ (Preferred) of Technical Call Center/Help Desk experience
• 1+year (Required) experience in a supervisory or leadership role
• Willingness To Travel: 10%

Location: Mesa, AZ - IN OFFICE POSITION

Schedule: Monday – Friday 8 am – 5 pm

Other: Resume MUST be submitted in English.

Job Type: Full-time

Pay: $26.00 - $34.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Preferred)

Experience:

• Windows: 2 years (Preferred)

Work Location: In person