Support Engineer II, Team Lead R&H

Location Requirements: Hybrid to Wayne Pennsylvania, Naperville Illinois, or Austin Texas. The SE II, Team Lead will be responsible for working hours within one of these time zones: Central, Pacific or Mountain time zone. 

Your role on the team: 

The Support Engineer II, Team Lead is a member of the Client Support Organization and reports to a Sr. Support Manager. The SE II, Team Lead is ultimately responsible for providing quality and efficient customer service to customers through the daily management of the support team which may include assisting in hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving with team members. Additionally, the SE II, Team Lead is responsible for assisting the Sr. Client Support Manager with development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs within the department. 

You can expect to: 

• Consult with clients on data integration needs, analyze system capabilities partnered with client  specifications and design the solution to customize features accordingly.  
• Major customizations work for clients such as submission handlers, web services, FTP server custom importing and reporting, and SSO configurations. 
• Minor customizations work for client such as Job postings approval, graphical changes etc.  
• Create/modify customized reports as needed for client specific use:  
• Utilize SQL server to extract district data not available through front end solution.  
• Adjust existing data queries to meet client needs.  
• Make code adjustments as necessary to configure data integrations with external systems outside of Frontline.  
• Increased levels of database access used to manipulate and update data and/or system functionality. 
• Investigate issues related to data integration between Frontline solutions, applying specific system expertise where appropriate:  
• Update data on impacted solutions and customize script to bridge solutions.  
• Evaluate, verify and test documented resolutions to ensure system integrity.  
• Analyze trends for ways to prevent future problems. 
• Handle at or above average number of requests/projects for Support Engineer II-Technical Support Analyst group.  
• Identify and communicate training needs for Support Engineer III’s based on trends in ticket escalations.  
• Provide direct technical mentorship and feedback to Support Engineers.  
• Responsible for vetting bugs and defects, entering related problem and JIRA tickets (when appropriate), and communicating issues to Development and Product teams. 
• Prioritizing bugs for Development team.  
• Identify billable/non-billable services to be delivered by Professional Services and submit requests to appropriate team.  
• Properly tag all requests with correct subcategory.  
• Escalate requests when needed due to client sentiment.  
• Follow up with clients following negative ratings to seek to improve client experience.  
• Be a culture carrier, embodying the company's core values internally and externally.  
• Contribute to the creation of internal and external documentation for complex issues and technical services.  
• Include knowledge base content on each request as appropriate and communicate identified gaps in knowledge base content.  
• Assist support team in live queues during peak season; applicable key performance metrics for support specialist and analyst role apply during this time.  
• Support clients through the full duration of Frontline’s regular support hours, with occasional weekend hours required for urgent client issues or needs.  

Team Lead Responsibilities:  

• Create an environment orientated to trust, open communication, creative thinking & cohesive team effort. 
• Motivate & inspire team members through servant leadership and by being an example. 
• Active in the chat, phone and ticket queues 50% of time. Ensure tickets are responded to within SLA’s, assist with scheduling, fill in for people who are out of the office and handle escalations due to client sentiment. 
• Provide daily direction and communication to employees so that customer interactions are handled in a timely, efficient and knowledgeable manner.  
• Schedule routine 1:1 sessions with each team member in order to provide the following: 
• Statistical and performance feedback and coaching on a regular basis  
• Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution 
• Ensure employees have appropriate training and other resources to perform their jobs.  
• Assist Sr. C