Help Desk Support Lead

Company Profile

San Antonio Shoemakers (SAS), a San Antonio, Texas based company, has been in business for over 40 years and has developed a reputation as a premier American manufacturer of high quality comfort footwear.

Position

SAS has an opening for a Help Desk Support Lead, who will provide technical support to Retail and corporate locations through telephone and email correspondence.

Job Responsibilities

• Give specific directions to the customer desk team members to enable them meet specific customer needs.

• Create and manage both intra-team and inter-team work processes that will boost the level of productivity, enhance excellence in communication and monitor the level of service delivery in order to determine areas of lapses.

• Administer effective frontline line desk assistance to customers where inquiries are beyond the knowledge of the help desk team members.

• Appropriately escalate issues to other departments for resolution as required.

• Implement a central problem management route for information management users to handle queries and complaints.

• Providing satisfactory explanations and solutions to customer questions and issues to gain their confidence.

• Establish and follow measures of crisis management to control all effects that may arise from customer problems and complaints to avoid escalation.

• Organize training and/or make arrangements for team member to receive training on the latest and best practices in handling help desk related issues.

• Keep adequate records of all activities in the help desk department and present them to management upon request for evaluation.

• Create good working relationship amongst members of the help desk team to ensure smooth flow of work, which improves overall performance.

• Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective.

• Responsible for hiring, training and supervising the POS team.

• Flexible to work overtime, weekends, or flex schedule depending on business needs.

• Must exercise confidentiality

Job Qualifications

• Problem solving: Demonstrated effective problem-solving skills.

• Help Desk supervisory experience: Prior experience supervising a help desk or technical support role.

• Verbal communication: Excellent verbal communication skills.

• Effective listening skills: Demonstrated active listening skills

• Proper phone etiquette: Maintain proper phone etiquette.

• PC proficiency: Demonstrated knowledge and ability to use computers and technology.

• Must be a self-starter with the ability to take initiative by being proactive, asking questions or for help as needed, offering assistance to colleagues, actively finding opportunities to improve processes.

• Multi-tasking: Able to properly prioritize, delegate, and handle multiple responsibilities at the same time.

• A history of working collaboratively or independently.

• Must be accountable for their actions.

• Be respectful at all times.

• Be self-motivated, dependable, disciplined, and be focused on producing high-quality work.

Physical Requirements

• Must be able to lift 15 lbs.

• Must be able to sit or stand for 8 – 10 hours.

• Manual dexterity and coordination

• Required to have close visual acuity to perform an activity such as viewing a computer, visual inspection, and prepare and analyze projects.

• Comfortable using a computer.

Education & Experience Requirements

• Bilingual English / Spanish speaking a plus.

• Expert in Microsoft Office is a must.

• Experience in Microsoft D365 or equivalent ERP system.

• POS experience, specifically Prism or RPRO experience is a plus.

I have read and understand the duties, responsibilities and qualifications of this position and acknowledge that I can perform the essential functions of the job with or without an accommodation. I also understand that this is a summary of this position’s duties and other responsibilities may be assigned as the company deems necessary.

SAS is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/ Affirmative Action Employer, making decisions without regard to-race, color, religion, gender, gender identity or expression, sexual orientations, national origins, disability status, age, marital status or protected veteran class. No phone calls or agencies please.