Associate Team Leader at Mimecast

Overview
The Associate Support team is responsible for initial inbound customer case handling via both email and phone alongside the Customer Support Team. The overall team is tasked with triage of inbound customer calls in addition to customer email cases in alignment with their skillset. As required, cases will be escalated or passed along to other teams, including the Customer Support Team, Escalation Team, and Onboarding Team.

Responsibilities

• The Support Associate Team Lead works under the direction of the Support Associate Manager and is responsible for assisting the Manger with the efficient daily operation of the team, triage and escalation of complex issues, and the following areas detailed below:

Team Management

• Provide guidance and mentoring to Associate Engineers, holding each responsible for their commitments and deliverables.
• Ensure new and existing Associates participate in initial and ongoing training activies in coordination with the Enablement team.
• Serve as informal escalation point to the team.
• Be available for warm transfers for customer managerial escalations when required.

Overall Queue Management

• Ensure regional and global queues are at expected levels and that cases are responded to within SLA.
• Monitor daily output of the team in alignment with global SD targets.
• Work closely with Support Associate Manager to ensure adequate phone coverage and maintain hold time standards.
• Refine internal processes and workflows to drive efficiency and/or customer satisfaction.

SD Management

• Coordinate on critical issues, liaising with development and SD management for resolution.
• Create standard talking points/responses to ensure consistent feedback on issues.
   

Qualifications

• Relevent IT qualification preferrred
• LI-LO1