Under the supervision of the Team Lead, the Senior Agent / Shift Lead will
supervise and advise about more complex aspects of the customer support agent
role. The Senior Agent / Shift Lead will act as an intermediary during
communications between agents and their hierarchic superiors. The Senior Agent
/ Shift Lead is an expert in customer support and is autonomous in its work.
When the workload requires it, the Team Lead can rely on the Senior Agent /
Shift Lead to assist in different management tasks such as revision,
validation, and internal communications and also team planning.
Requirements
Duties and Responsibilities:
To be involved in establishing the proper documentation for agents'
training
To communicate best practices to customer support agents
To assist the Team Lead in new customer support agents training
To offer mentoring to agents that are less familiar with a project/team
To help integrate new agents on a project
To assist the Team Lead in a wide range of administrative tasks when
required
Submitting quality control reports
Creating customer support reports
Assisting agents setting-up their workstation
To support clients' relations when required;
To lead discussions on improving the service and the team wellness;
To act as a filter and coordinate small requests;
To answer small requests form customer support agents
Technical Skills
Good knowledge of the MS Office Suite;
Behavioral Skills:
Excellent proficiency in their first language (oral and written);
Really good proficiency of English language
Excellent communications skills;
Ability to easily adapt in a constant evolution environment;
High autonomy;
Attention to details;
Good time management skills;
Easy to approach and sociable;
Proactive and able to manage priorities;
Strong interpersonal skills.
Work Experience:
Experience in a customer support environment;
Basic informatics skills;
Passion for customer support;
Knowledge of the video game business