Job Information
SAS Shoemakers Help Desk Support Lead in San Antonio, Texas
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.