Kreative Technologies

Compensation

Full Description

Job Posting ID: KT_235H_JOB Position: Tier II Support – Team Lead Clearance: Must be a U.S. citizen eligible for a security clearance FT/PT Status: Full-time employment Location: Remote Education: High School Diploma or equivalent (GED) required. Associates Degree preferred. Overview: We are seeking a Team Lead to support our call center operations by providing exceptional service to clients and government personnel. The ideal candidate will handle inbound and outbound calls, respond to inquiries with professionalism, and accurately document interactions in accordance with established procedures. Responsibilities include assisting with account access issues such as password resets and ID reactivation, supporting inspectors with scheduling and profile updates, and utilizing resources to research and resolve customer concerns. The candidate will also escalate complex issues to higher-level support, transfer calls to appropriate staff, and identify trends in customer inquiries to improve service delivery. Strong communication skills, attention to detail, and the ability to adapt in a fast-paced environment are essential for success in this role. Responsibilities: • Monitor command center activities including ACD queues, ticket queues, email queues, and web submissions. • Handle inbound and outbound calls, emails, web inquiries, correspondence, and in-person requests while ensuring excellent customer service and professional etiquette. • Log, enter, and update customer interactions and information in the tracking system in accordance with call center procedures. • Research, identify, and resolve customer inquiries and issues using available resources, escalating unresolved or complex cases to higher-tier support with full documentation. • Provide follow-up on customer inquiries not immediately resolved. • Assist inspectors with profile-related issues, property information, discrepancy changes, cancellations, rescheduling, unit verification counts, and NSPIRE app support. • Respond to HUD/REAC calls, emails, and requests related to NSPIRE, including account setup, adding properties, password resets, inspection updates, and deficiency mitigation. • Assign client roles for subsystem access, reset passwords, reactivate IDs, and assist with account access issues. • Transfer customer calls (warm/cold) to appropriate staff in alignment with established call center procedures. • Recognize, document, and alert supervisors to trends, recurring issues, and potential process improvements. • Mentor, coach, and provide on-the-job training for new employees while supporting helpdesk agents with NSPIRE calls. • Participate in NSPIRE-related meetings, providing feedback, reporting system issues, and sharing updates with staff. • Stay current with system changes, procedures, and customer information through training and resource updates. • Act as backup Project Manager when needed and support helpdesk operations during leadership absences. • Perform other duties as assigned to support team and organizational goals. Education/Skills/ Minimum Qualifications: • High School Diploma or equivalent (GED). Associates Degree preferred. • Must be a U.S. Citizen eligible for a security clearance. • Experience supporting I.T./Helpdesk call centers preferred. • Independent problem-solving skills, strong analytical abilities, creativity, and a customer service-oriented focus with the ability to work with minimal supervision • Excellent oral and written communication skills Kreative Technologies is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. Kreative Technologies does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.