Help Desk Director

Company: Applied Resource Group
Location: Atlanta, Georgia, United States
Type: Full-time
Posted: 10.AUG.2019


Help Desk Director Applied Resource Group is seeking a Customer Help Desk Director for one of our Start-Up clients in the Atlanta area. ...


Help Desk Director

Applied Resource Group is seeking a Customer Help Desk Director for one of our Start-Up clients in the Atlanta area.

Duties & Responsibilities:

  • Ability to develop people, processes and policy to leverage modern technology and provide a quality customer experience
  • Hire a team of customer service associates for 24x7 call center with locations here in Atlanta, then transitioning to a remote call center in Israel for evening hours
  • Create effective technology integrations to handle inbound inquiries through telephony, web/app chat requests, text messages, calls, emails and more
  • Use Metrics and KPI's to track customer satisfaction like NPS, Star Ratings, etc
  • Drive an attitude of SMILES every day across the organization to provide top notch customer service throughout the team, each and every day.
  • Build team & process from scratch to full production, to grow to world-wide operation with millions of customers and thousands of customer interactions

Desired Qualifications:
  • 4 Year Bachelor's Degree
  • 5 - 10+ year' experience in fast paced, high volume call center/ help desk environment
  • Support of technology products supporting help desk functions (CRM/Help Desk Software, Chat, Text, telephony)
  • Experience in Management of end-to-end ticketing life cycle, with focus on ticket closure
  • "End user" consumer focused, preferably in retail website/ecommerce environment
  • Knowledge of Help Desk/CRM Technology including, Zendesk, Pipedrive, Trello, Atlassian Confluence, Jira, Nextiva VOIP Phone System, More
  • Blockchain Technology Experience Helpful, also familiar with .NET/Microsoft/ASP web applications, Android/Apple technology
  • Team Leadership/Mentorship, Employee Performance Reviews, Improvement plans, professional development

About Applied Resource Group

Applied Resource Group, headquartered in Atlanta, GA, is a full service IT consulting and solutions organization specializing in Application Development, Enterprise Resource Planning, and IT Infrastructure. Our solutions include IT Consulting, Outsourcing, Recruiting, and Staffing. At Applied we understand that organizations are built upon the talented individuals that comprise them and we embrace the diverse candidates that contribute to our success. Our goal is to help you achieve that success by documenting your needs to help you achieve your career goals. Contact us today to speak with one of our talented Account Executives which serve as your recruiting contact to build one-on-one relationships, offering personalized attention and career guidance. At Applied our goal is your success.

Apply Now


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