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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Job Responsibilities
Support Operations & Performance
- Monitor and ensure departmental productivity and service level objectives are achieved.
- Oversee day-to-day operations within the support team, ensuring efficient case handling and timely resolution of all technical issues.
- Conduct regular OTRS (Open-Ticket Request System) reviews to assess ticket handling quality, response times, and escalation effectiveness.
IoT System & Product Monitoring
- Proactively monitor the health, connectivity, and performance of all IoT sensors and systems.
- Identify exceptional cases, anomalies, or potential failures and initiate appropriate repair or maintenance processes.
- Recommend enhancements to improve IoT system reliability, scalability, and performance.
Customer Support & Escalation Management
- Manage and oversee the escalation process for customer support iss...