SUMMARY

Manage a team of CSS agents who work directly with clients in supporting their use of the TMA Systems suite of software products.  The CSS Team lead will also be responsible for service as primary super user for the ZenDesk Support Software which is used as our primary case management and support center telephony solution. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Understands and can clearly articulate the TMA Systems value proposition
  • Provides continual direction to CSS team members to ensure that all client inquiries are rightfully attended to on time and in the best way possible
  • Creates better modes of operation to make client service easier for both team members and clients
  • Provides detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes
  • Observes performance of team members to identify their strengths and weaknesses and develop improvement plans to address any performance deficiencies
  • Assists new team members as they build product knowledge by giving them personal coaching
  • Attends client escalations as needed to help resolve their complaints
  • Delegates different client service duties to team members to ensure a faster and smoother flow of operation through division of labor
  • Creates and implements work procedures that will enhance the organization and departmental service delivery, operating procedures, and standards
  • Serves as primary ZenDesk super user, including, developing reports and dashboards to analyze team performance and mine client case information
  • Adapts software as needed to improve the efficiency of the team
  • Evaluates new releases and new features to determine relevance to the TMA Systems support model
  • Other duties as assigned

SUPERVISORY/MANAGEMENT AUTHORITY

Lead and/or guide the work of other employees

EDUCATION AND EXPERIENCE

Bachelor’s degree and a minimum of 2 years of related experience in a lead position.

KNOWLEDGE, SKILLS & ABILITIES

  • Ability to be a self-starter who can work independently
  • Advanced client support skills
  • Excellent written and verbal communication skills
  • Ability to build strong interdepartmental relationships
  • Ability to maintain the highest level of professionalism, confidence and integrity while directly dealing with internal and external customers
  • Ability to lead, mentor and advise large teams
  • Advanced leadership skills
  • Ability to prioritize work and successfully meet deadlines in a fast-paced environment
  • Ability to identify alternative solutions, conclusions or approaches to problems
  • Working knowledge of SQL and Microsoft Server configuration
  • Previous CMMS support experience

WORK ENVIRONMENT

Hybrid/Remote

The Company:

TMA Systems (TMA) is a technology company located in Tulsa, Oklahoma.  For more than 30 years, TMA has been transforming organizations by providing facility professionals with the most technologically advanced Maintenance Management solutions available. 

Utilizing WebTMA, TMA’s flagship solution, organizations can manage their strategic assets throughout their entire lifecycle. Our comprehensive web-based solutions are tailored to a variety of industries that have a desire to effectively streamline maintenance operations.  TMA is setting new standards for organizations to account for, maintain, and extend the useful life of their physical assets.  In a budget-conscious world, TMA provides a solution that will maximize return-on-investment (ROI). 

We are a global organization with over 1,500 clients that has developed industry-leading solutions based on what our clients need to be successful.  How do we achieve this?  We solicit our clients and take the time to understand how our products are used in their business; coupled with a culture that produces world-class people with a client-service mindset.  At TMA we realize that success is only possible with team members that share our passion for excellence.  

Care to join us?

Why work at TMA Systems?

  • Competitive compensation plan
  • 401(K) Contribution
  • Employer-paid benefits: health, dental, and vision
  • Professional development plans
  • Monthly $50 WFH stipend
  • Career progression/internal mobility opportunities
  • Inclusive work environment
  • Volunteering opportunities
  • Company/team building events
  • This role can be fully remote, but prefer someone in the Tulsa area

Equal Employment Opportunity has been, and will continue to be, a fundamental principle at TMA, where employment is based upon personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, or any other protected characteristic as established by law.

Back to Careers