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Technical Support Lead

Company: Texas Capital Bank
Location: Richardson
Posted on: January 10, 2022

Job Description:

Overview:
Texas Capital Bank is built to help businesses and their leaders. Our depth of knowledge and expertise allows us to bring the best of the big banks at a scale that makes sense for our clients, with highly experienced bankers who truly invest in people's success - today and tomorrow.

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While we are rooted in core financial products, we are differentiated by our approach. Our bankers are seasoned financial experts who possess deep experience across a multitude of industries. Equally important, they bring commitment - investing the time and resources to understand our clients' immediate needs, identify market opportunities and meet long-term objectives. At Texas Capital Bank, we do more than build business success. We build long-lasting relationships.

Headquartered in Dallas, Texas Capital Bank has offices in Austin, Fort Worth, Houston, Richardson, Plano and San Antonio. We serve clients across the nation in a variety of industries. For more information about joining our team, visit (url removed).

Responsibilities:
Effectively coach agents and maintain open communication

Provide effective feedback to promote the growth of the team

Schedule and coordinate team meetings

First point of contact for all information technology issues within Texas Capital Bank

Assist the end user community by recording, resolving, and responding to issues

Function as a single point of contact for problems referred by other individuals and departments by providing close loop on routine queries

Respond to telephone calls, email and other requests for technical support

Support LAN/WAN connectivity, -VPN -Technology, Microsoft Office Products, Windows Operating Systems

Follow prescribed guidelines and procedures and seek guidance from Manager as appropriate

Ability to accurately interpret and fulfill customer requirements to achieve customer satisfaction

Understand team and organizational support structures

Track and document information regarding troubleshooting techniques

Lead and direct the work of others

Perform ticket quality reviews

Assist with maintaining documentation for policies and procedures

Maintain accurate reporting of team and individual metrics

Create Dashboards using ServiceNow and Power BI

The duties listed above are the essential functions, or fundamental duties within the job classification. - The essential functions of individual positions within the classification may differ. - Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy.

Qualifications:
Must be flexible for extended hours and/ or shift work

Ability and willingness to work overtime

7+ years previous experience in a call center environment

3+ years of leadership experience

Must be able to work with little or no supervision at times

Must have excellent Customer Service, telephone, listening and communication skills

Demonstrated experience in applying knowledge/skills in a Customer Support environment

Strong analytical aptitude and problem-solving skills in a technical environment

Multi-task across several ongoing tasks of varying priorities as required

Must have excellent documentation skills

Ability to make good judgments, negotiate, problem solve and have good decision-making skills

Ability to understand and clearly communicate technical information to non-IT personnel

Maintain a high level of knowledge regarding the clients' computing environment

Must demonstrate strong sense of urgency regarding solving end-user issues

Be able to solve problems regarding system errors or usage issues

Must be able to minimize downtime by rapidly diagnosing and resolving problems

Must be able to Maintain a high level of teamwork and communication

Experience in supporting and troubleshooting Microsoft Windows 10 and O365

Keywords: Texas Capital Bank, Richardson , Technical Support Lead, IT / Software / Systems , Richardson, Texas

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