Chris Ericksen Email & Phone Number

Cleveland/Akron, Ohio Area

Led a multi-shift client support team comprised of technical professionals working 24x7, 365 days per year, supporting customers worldwide. This position ensures all customer contact, notifications and escalations are executed or followed up on within the customers required Service Level Agreement (SLA). Provide mentoring, coaching, and disciplinary actions to help ensure the success of all help desk professionals. Address staff scheduling, monitoring and performance evaluations. Ensure all professionals are provided open communication relating to performance and achievement of targeted productivity goals.Support the framework for a best-in-class customer support center as well as build and retain a qualified team of professionals by addressing the importance of managing the customer support center's image and exceeding customer expectations by elevating customer care and professionalism.

Cleveland/Akron, Ohio Area

The technical escalation point for all tiers of the Client Support Team. Manage advanced client issues, provide in depth coaching and mentoring to the Client Support Team, and continuously hone technical skills through the publishing of advanced articles. The goal is to maintain the high level of client satisfaction VHT is known for.

Responsible for leading the Client Support Team to ensure timely ticket resolution. Mentor and coach Tier I Engineers through case review, shadowing and enforcement of policy. Take ownership of escalated issues and drive them to resolution in a timely fashion by leading team members, troubleshooting issues, and managing escalated communications between internal teams.

Cleveland/Akron, Ohio Area

Take ownership of issues and drive them to resolution in a timely fashion; operate independently, juggling multiple tasks and projects simultaneously in a results-oriented environment.