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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
Responsibilities
- Achieving committed SLAs, operational efficiency, and CSAT/NPS
- Own the Customer Support process, driving quick resolutions to customer-impacting issues; maintain and develop a team of competent and technically talented problem solvers who can work independently and collaboratively with other functional groups.
- Establish and adhere to customer support case management practices, including meeting defined SLAs.
- Day-to-day customer support operations and team management, including overseeing and maintaining the Customer Support team's quality and direction.
- Work toward Service Desk or ISO related certifications
- Develop and maintain a well-organized team to effectively support business objectives while maintaining a highly productive work environment.
- Analyze, implement improvements, and report on support metrics, business impact, customer impact, and team performance.
- Own escalated ...