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responsibilities
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Solve technical issues for customers and service center agents by troubleshooting problems, prioritizing issue reports, optimizing issue workflow, and proactively identifying support needs.
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Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes, tools, and products.
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Analyze and monitor key user and operational metrics to help drive improvements to our product and support offerings.
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Be versed on our online help, community forums, and high-touch support channels and tools.
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Lead the root cause analysis efforts and co-ordinate the postmortem reports with a view to deploy robust closed-loop processes.
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Experience working effectively cross-functionally with the ability to drive business goals.
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Experience working with customers and internal stakeholders.
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Experience working with technology-related products, support operations and/or consulting, with a technical background.
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Forensic business skills and attention to detail with the ability to effectively multitask and work independently.
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Effective communication skills, with the ability to provide an excellent customer service.
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