▪ Drives value to customers and team members by creating and sharing related knowledge.
▪ partners with customers to support their business strategy and goals.
▪ Maintain External, Internal, and the vendor SLAs. Awareness with ITIL is a plus.
▪ Serve as the primary escalation point for external\internal customers regarding issues, coordinating across all internal teams to ensure issue resolution is completed promptly.
▪ Provide consistent oversite on service tickets progress to ensure customer timelines and expectations are managed.
▪ Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction.
▪ Provides business and technical support to customers, helps customers troubleshoot problems, and works with customers to implement and configure the product or service.
▪ Manage complex customer issues, coordinating appropriate technical personnel, defining workplan, deadlines and driving customer communications until the customer has confirmed issue resolution.
▪ Collaborate with the appropriate departments to develop and maintain a technology plan that supports customer needs.
▪ Accountable for the team’s delivery of timely and accurate technical solutions to customers
▪ Participate (or lead, when appropriate) in new technology adoption to enhance services offered to our customers.
▪ Demonstrate an approach of continuous improvement across all areas of the work.
▪ Ensure depth and breadth of technical skills are maintained across the team to support customer demand.
▪ Partner across internal teams to vet and onboard new products and/or services
▪ Develop, implement, and continuously improve process documentation for the technical support team.
▪ Allocate and hire the right resources to ensure meeting the company SLAs.
▪ Manage initiatives for the team to deliver next generation services.
▪ Actively participate in best practice sharing within the services organization
▪ Proactively explore automation and net new efficiencies, making recommendations to senior leadership
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