Job Summary:  As a part of Customer Support, the Team Lead is assigned a team of twelve Support agents, who are dedicated to the task of quickly triaging, resolving, or escalating incidents to the next level of Support. Team Leads are expected to mentor and coach their team, conduct performance reviews, hold career discussions, and work incoming volume as needed. Team Leads will also ensure their team members are meeting departmental Key Performance Indicators and metrics, and use quality management processes to develop their team members.

In general, Customer support provides a range of services to assist customers in making correct use of Blackbaud's software, which includes troubleshooting reported incidents or answering questions about software functionality and its application. At more advanced levels, Customer Support handles escalated issues, such as software defects or complex software functionality questions. Additionally, at advanced levels, Customer Support works closely with Sustained Engineering, who investigates and resolves code-related issues, and also with Product Management to facilitate the readiness of Customer Support to support new features and releases.

The Team Lead has responsibilities to:

• Regularly evaluate customer interactions to identify coaching opportunities and provide feedback to associates. This includes conducting weekly, formal coaching evaluations for each person assigned to the team lead
• Review KPIs, supporting metrics, and daily reports to effectively coach and manage the team
• Be available to assist their team as needed with case escalations, customer escalations, and process/workflow guidance
• Directly work escalated tickets and normal incoming volume, particularly on days where peak volume/peak seasons necessitate

In general, Customer Support has the overall responsibilities to:

• Respond to new tickets with an initial response and attempt to resolve on the first contact
• Gather necessary information to advance the case to higher-skilled support personnel when necessary
• Author Knowledgebase content, utilizing KCS methodologies, to just-in-time publish or edit existing Knowledgebase solutions
• Capture case trend data, through use of incident categorization fields, that help inform root cause of customer contacts
• Report service incidents or service requests to internal groups, acting as the customer-facing liaison for all service-related needs
• Be responsible for accuracy and timeliness of case notes, regular customer follow-up on open incidents, and quick resolution of reported incidents within customer expectations
• Stay informed on product changes and rapidly learn information about product functionality changes

Education and Experience

• Demonstrated ability to be diplomatic, and tactful in dealing with diverse people
• Demonstrated ability to rapidly learn new concepts and ideas
• Proven ability to ask critical, insightful questions and probe for information to facilitate problem solving
• Demonstrated ability to act as a calming and settling influence in tense situations. Is looked to by others for directions and guidance
• Demonstrated ability to integrate unrelated information and develop highly creative, strategic approaches
• Demonstrated ability to accurately predict behaviors across a variety of situations using a keen insight into others
• Demonstrated ability to create effective strategies for complex cross-organizational projects
• Demonstrated ability to work effectively in situations characterized by continual change
• Proven ability to quickly and efficiently identify key issues or variables to consider in making important decisions
• Demonstrated ability to anticipate obstacles or problems. Takes timely steps to minimize impact on intended results
• Demonstrated ability to create long term strategies that anticipate customer needs/expectations
• Associate or Bachelor’s degree or previous technical troubleshooting experience preferred