MEET COMPASS

We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

Role Expectations

• Manage IT and cybersecurity escalations

  • Communicate with and organize escalations between Compass internal partners, Compass clients, and external vendors (e.g. software providers)

  • Manage company response to and remediation of cybersecurity (Crowdstrike) alerts

  • Ensure all relevant parties receive regular, thorough updates on outstanding IT issues

• Manage a team of IT Helpdesk Associates

  • Perform QA on IT Helpdesk tickets to ensure associates are providing high quality support.

  • Coach associates on areas of opportunity, ensure knowledge/process gaps are addressed

  • Ensure work is evenly distributed amongst associates

  • Schedule associates to ensure team is available during brand operating hours

  • Use proper judgement when authorizing overtime hours

  • Approve timecards, ensuring attendance policies and schedules are adhered to

  • Approve and review PTO requests

• Maintain documentation (e.g. SOPs, knowledge base, best practice guides) for use during IT troubleshooting. Ensure Helpdesk Associates have all necessary troubleshooting resources

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Provide support for Company owned and BYOD devices (Chromebooks, Windows, Macs)

• Manage the roll-out of new software or system upgrades.

• Enforce company security policies and procedures within the user community

Qualification

• 3-5+ years of experience in IT support within BPO setting

• 1-2 years of supervisory experience

• Strong technical proficiency in networking, operating systems, and enterprise applications.

• Strong understanding of security best practices .

• Experience with cloud services such as Google Workspace

• Experience with CrowdStrike a plus

• Exceptional English communication skills (written and spoken)