Wade Smith Email & Phone Number

Caldwell, Idaho

Caldwell, Idaho

Boise, Idaho

The Technical Lead’s primary responsibility is to provide assistance to agents in handling phone calls from HP’s partners and customers, to both assist in first call resolution and to help the agents improve their knowledge and skills. This includes answering questions, clarifying and documenting processes, coaching and mentoring, helping identify training needs, performing Quality Monitoring as needed to ensure frequent and consistent feedback, and facilitating A-Bay activities for newly hired technical agents as needed. Tech Leads are expected to maintain expertise in technical issues, processes and procedures, and coaching and mentoring. Technical Leads are also responsible for handling escalations (including making outbound phone calls as needed to assist customers in issue resolution), as well as monitoring certain email inboxes and websites, producing reports, attending meetings and conference calls, handling care pack, password resets and part-add requests, monitoring phone queues and voice mail boxes, creating monthly quizzes, managing inventory, and assisting in new product training for the technical agents.

Education record

Education record