Team Captain, Client Services

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Intermedia Cloud Communications

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🏥 Healthcare

⚖️ Legal

💰 Venture Round on 2017-02

Consulting • Healthcare • Legal

Intermedia Cloud Communications is a leading provider of cloud-based communication solutions, specializing in unified communications, video conferencing, and various productivity tools. Their platform, Intermedia Unite, integrates voice, video, chat, and file management into a seamless user experience, enabling businesses to communicate and collaborate effectively from anywhere. With a focus on security and compliance, Intermedia serves a range of industries including healthcare, legal services, and financial services, helping organizations enhance productivity and customer care with advanced technology and support.

📋 Description

• Manage a technical support team and contribute to daily support operations • Assist with proactive and reactive support for customers and partners • Coach team members on case quality, customer interactions, and Intermedia’s product suite • Analyze feedback and Voice services data to identify top user issues and present findings to stakeholders • Monitor call center metrics including CSAT, FCR, productivity, work quality, and schedule adherence • Meet or exceed operational and customer support experience targets • Conduct performance reviews based on business needs and team member performance • Manage Footprints and Oracle Soft Cloud case workloads • Create and maintain internal and external support documents • Assist with major incident handling and executive- and customer-facing communications during outages • Coordinate with Workforce Management to support schedule adherence, assignments, and SLA requirements • Participate in strategic process improvement projects • Collaborate with Product, Engineering, and Account Management teams • Provide a Worry-Free Experience to customers and internal clients

🎯 Requirements

• Bachelor’s degree or equivalent combination of education and/or 5–7 years of experience in Technical Support or a customer-facing technical role • 3+ years of experience in a managerial role, preferably in a remote environment • 3+ years of experience working successfully in a technical call center environment • SSCA, SSVVP, or CompTIA Network+ certification • Exceptional written and verbal communication skills • Well-versed in cloud communication products • Advanced technical knowledge of cloud communication voice services • Experience managing others in a virtual environment • Experience working in a virtual environment • Ability to delegate effectively, select, train, and motivate others • Ability to facilitate and conduct virtual one-on-one and group meetings • Proficiency in Microsoft Word, Excel, Outlook, and Microsoft Project • Excellent organizational skills and attention to detail • Ability to define problems, collect data, establish facts, and draw valid conclusions • Ability to work independently and collaboratively • Ability to handle multiple projects simultaneously under stringent deadlines • Self-motivated with demonstrated time-management skills • Ability to remain level-headed in a high-pressure environment • Advanced problem-solving and analytical skills • Ability to analyze data and identify trends • Commitment to excellence in customer experience

🏖️ Benefits

• Equal opportunity employer • Commitment to reasonable accommodations for identified disabilities or other limitations • Diversity and inclusion commitment • Promotion from within