Job Responsibilities: Your most important and measurable responsibility will be achieving committed SLAs, Operational Efficiency & CSAT/NPS
Own the Customer Support process, driving quick resolution 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 keep a well-organized team to effectively support business objectives while maintaining a highly productive work environment.
Analyse, implement improvement and report on support metrics, business impact, customer impact, and team performance.
Own escalated support issues sup...