United States onlyJob Description
POSITION OVERVIEW:
The Connected Home Advanced Tech Lead primarily will provide answers, assistance, resolution, and general inquiries to front line experts for Whole Home and Connected Home products. The Advanced Tech Lead will also be responsible for working with appropriate parties in other Customer Solutions departments (i.e. Client Services, Operations and Business Support, etc.) to resolve issues as they arise. According to department needs, duties may include owning customer escalations, drafting written internal or external communication pieces and special projects. Candidates must possess the ability to make sound business decisions that stay within the guidelines set by the company yet maximize customer satisfaction. Performance in this role is measured by individual and team objectives.
ESSENTIAL JOB SKILLS/DUTIES:
• Promptly respond to requests from frontline experts and field partners for next level assistance and escalation support
• Be an expert and up-to-date in all Whole Home Technology
• Capture and share trending information to enhance frontline knowledge
• Document all interactions with customers and experts in appropriate systems
• Analyze individual and team statistics and identify ways to effectively increase performance
• Work as liaison to other Customer Solutions departments to identify subscriber service issues and to improve processes.
• Resolve highly complex escalated issues and re-sell the benefits of Asurion products and services. Rebuild relationships; perform required research and follow-up with frontline experts to provide resolution for customer inquiries, complaints, problems and/or issues.
• Proactively communicate process improvement opportunities to reduce escalations and improve customer satisfaction.
• Track trends and issues front line experts are requesting about, program issues, product and service related problems for analysis and make recommendations to management, product and service improvement.
• Perform other duties and special projects as assigned including (but not limited to) preparation and delivery of team meetings and CADs.
• All other duties as assigned.
SKILLS:
Technical skills:
• Strong knowledge of proprietary Asurion/client specific software applications
• Strong knowledge of Whole Home/Connected Home Solutions and Technology
• Flexible schedule – Must be willing to work any shift within hours of operation
• Excellent verbal and written communications skills.
• Ability to work independently, with strong out-of-box analytical reasoning.
• Internet savvy, strong knowledge of Microsoft Office product suite.
• Proven commitment to deliver exceptional customer service
• Proven ability to work well with external and internal customers
• Proven ability to analyze and recommend business actions.
• Strong organizational, administrative, and time management skills.
• Ability to foster teamwork, and partner across functional areas and within connected home to deliver seamless service to internal/external customers.
• Ability to achieve goals, in a fast-paced, changing work environment.
• Detail oriented with exceptional written and telephone skills.
Soft/Leadership skills:
• Active listener; strong communication - verbal and nonverbal
• Good analysis; solves basic problems
• Manages time; takes direction from leader
• Builds relationships with teammates
• Strong understanding of the connected home products and services offered
• Adaptable to change; manages change in work priorities
• Contributing team member and pursues relationships to advance work
• STRONG ability to multitask
• Inspires peers through engagement and team support
• Accountable for own performance and supporting efforts of team, acting with a customer first mindset.
Minimum Requirements:
- Must have a minimum of 6 months tenure in current role
- Performance rating must be Strong or above
- Not enrolled in PIP, Written Warning, Final Written Warning, or higher disciplinary action
- Connected home products knowledge required (VHDP, HTP, ATC, HOME+)
- Already working in a remote/WAH position preferred
EDUCATION AND EXPERIENCE:
Required Education and Experience
Preferred Education and Experience
• At least 6 months on the job experience in connected home products (VHDP, HTP, ATC, HOME+)
NOTE: THIS JOB DESCRIPTION IS NOT DESIGNED TO COVER OR CONTAIN A COMPREHENSIVE LISTING OF ACTIVITIES, DUTIES OR RESPONSIBILITIES THAT ARE REQUIRED OF THE EMPLOYEE. DUTIES, RESPONSIBILITIES, WORKING CONDITIONS, PHYSICAL DEMANDS, AND ACTIVITIES MY CHANGE OR NEW ONES MAY BE ASSIGNED AT ANY TIME WITH OR WITHOUT NOTICE.
ASURION PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT AND PROHIBITS DISCRIMINATION AND HARASSMENT OF ANY TYPE WITHOUT REGARD TO RACE, COLOR, RELIGION, AGE, SEX, NATIONAL ORIGIN, DISABILITY STATUS, GENETICS, PROTECTED VETERAN STATUS, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, OR ANY OTHER CHARACTERISTIC PROTECTED BY FEDERAL, STATE OR LOCAL LAWS.
THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, RECALL, TRANSFER, LEAVES OF ABSENCE, COMPENSATION AND TRAINING.
