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Lead Technical Support Representative, RFID
Requisition Number: 09-0631 Job Summary: Ensure customer satisfaction by ensuring the RFID Remote Diagnostic Center productivity goals are achieved. Assist Team Manager with the RFID Technical Support Representatives to include coaching and mentoring them on achieving service objectives. Provide feedback to the Team Manager regarding team members' performance and other business related issues. Duties and Responsibilities: * Directly lead assigned representatives to ensure compliance with processes and procedures. Teaching, coaching and mentoring team members in efficiency and effectiveness. This is accomplished by running daily metrics to include the number of tickets closed/edited, system login times, and phone login times. * Manage the workflow, ensuring the timely resolution of new...
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