Our client is one of the Top US based multinational company

Job Summary :

- Responsible for the day-to-day management of the team personnel and ensuring efforts align with the mission of the Support organization.

Essential Duties & Responsibilities :

- Provides knowledgeable technical and functional assistance to external and internal customers in a prompt and courteous manner.

- Demonstrates advanced understanding of internal systems and is proficient in their use, including case management software

- Demonstrates advanced understanding of operations metrics and purpose.

- Demonstrates advanced understanding of company mission and Greenway Health products.

- Documents interactions (via phone, portal, and/or chat, as assigned) with customers via cases.

- Completes/Delivers all required training and demonstrates skills in areas to include Product, Systems and Customer Service (including professional interactions).

- Negotiates unresolved customer cases to other teams or teammates (L2, L3 other internal (NOC)).

- Provides Input for Level 3 item prioritization.

- Utilizes Knowledge Base in researching issues.

- Develop contributors to our knowledge base article database and champions KCS.

- Assists and acts as a mentor to all Technicians and Team Leads.

- Creates, maintains, and participates in issues resolution internal chats based on assigned subject groupings.

- Participates in Pilot and Beta.

- Directs escalations from L1/L2.

- Interacts with Product Management and Development for escalation and product counsel, future product versions, and change management.

- Conducts special projects and acts as a consultant for other groups.

- Manages case metrics and call flow

- Performs Call Detail Reviews's and Monitors personal queues. May include active call monitoring.

- Follows up and handles escalation from customer surveys.

- Leads 1:1s with Technicians and Team Leads for personal development of the team and career pathing.

- Leads daily rollcall, evaluations, and reviews.

- Manages Performance Improvement Plans and disciplinary actions.

- Conducts interviews with potential employees.

- Approves PTO, timesheets, and performance reviews.

- Recommends Concession or Credit approach for financial consideration

- All other duties as assigned.

Experience and Education :

- Bachelor's Degree or equivalent work experience in customer service

Minimum Qualifications :

- 5+ years in a product support environment lead level position.

- Operating knowledge of client base, including customer requirements, trends and future directions

- Excellent English proficiency in verbal and written communications

- Accent neutral

Skills/Knowledge :

- Excellent written and oral communication skills, problem solving skills and analytical skills

- Must be able to organize and manage workload efficiently and prioritize projects and cases with minimal supervision.

- Must possess strong leadership and organizational skills, be motivated and thrive in a fast paced environment, and have the ability to work non-standard hours

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