Subject Matter Expert - Sales Tech Lead
Subject Matter Expert - Sales Tech Lead
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Salary Not Disclosed
1 Vacancy
Job Description
As a Sales and Tech Lead you will set the path to success by managing performance and service quality to guarantee customer satisfaction and meet revenue.
Leads in this role get to:
Empower the Work:
Provide Sales and Support to team members through:
- Updating the team on a needtoknow basis with the most uptodate product and process information.
- Identify and escalate cases requiring engagement levels within the next level of support.
- Review and assess cases. i.e. NPS/RCR/Refund Scrubs and other relevant cases.
- Provide awareness to Team Managers for any employee knowledge gap opportunities for coaching.
- Hybrid setup (Remote/WOS if applicable)
- Primary WOS
Provide Subject Matter Expertise through:
- Queue and Aux Monitoring: Provide immediate assistance to shorten handling time/omit unnecessary offline activities.
- Provide realtime support on Slack Zoom or OnSite for all consultants (i.e. Refunds/Transfer Approval/Discount/Review Account via Skip Access if applicable and other related cases)
- Respond to advanced inquiries of a technical nature through cases management.
Impact the bottom line: Will review daily operations report to:
- Identify investigate and research opportunities based on the report.
- Participate in activities designed to improve Customer Satisfaction and Business Performance
- Review Open Cases and Sales Leads/Opportunities
- Review the state of high priority cases.
Strengthen relationships: To interact and communicate effectively crossfunctionally and within various levels of the organization.
Take the lead: Willing to take it upon themselves to 1 Handle escalated calls or chats 2 Conduct Tech Sales Sessions 3 Lead Pre/Post Shift Huddles in case Team Manager is not available.
Qualifications :
Our most successful candidate must have:
- Ability to speak Mandarin and Cantonese preferably native speaker.
- Good EnglishSpeaking Skills B1 or above Level required.
- No active disciplinary actions or PIP
- Extensive knowledge of GoDaddy policies and processes
- Exceptional attendance record
- Meet or exceed 6month monthly scorecard PDP.
- Meeting or exceeding LOBs critical metrics: NRPC & NPS
- Achieved Exceeds Most or Clearly Exceeds FY23 PDP rating.
- Completed
- Hosting Level 1 & Level 2
- Productivity Level 1 & Level 2
- Sales Minded:
- Able to promote sales strategies to achieve business goals while providing technical support assistance.
- Must be coachable and openminded.
- Ability to promote GoDaddys fun and energetic culture.
- A proactive attitude towards developing trust and professional rapport with team members; the ability to be a team player.
- Strong customerorientation when managing communications and issues.
- The ability to efficiently manage time and keep track of multiple schedules meetings and initiatives.
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
