Leadership:
• Lead, mentor, and coach Support team members to provide timely, consistent, and best-in-class customer support via telephone, email, chat, and any future channel
• Lead, mentor, and coach Support team members through difficult incidents and requests and communicate directly with customers and other departments if intervention is required
• Defuse customer incidents and intervene to appease unhappy customers if Support team members are unable to meet customers' needs satisfactorily
• Work with customers, Support, and other departments to not only solve technical and non-technical problems but also, develop, communicate, and implement workarounds for Support team members to deliver timely, consistent, and technically sound customer support
• Lead global Support team members to prioritize support escalations based upon business needs and the impact on the customer and guest experience
• Available and on-call to solve customer escalations if required
• Depending upon the region, coordinate Support team members schedules and shifts to ensure support coverage during the designated days and times of the week
• Lead by example and ensure Support team members adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers’ incidents and requests
• Hire, train, lead, and develop an effective team of Support team members to deliver timely, consistent, and best-in-class customer support
• Create policies and procedures to ensure customers receive timely, consistent, and best-in-class customer support
• Monitor telephone calls, emails, chats, and any future channel queue to ensure the delivery of timely, consistent, and best-in-class customer support
• Rectify staffs' day-to-day performance quickly to deliver timely, consistent, and best-in-class customer support
• Conduct performance reviews and provide consultation and solutions to poor performing staff
• Depending upon the region, approve staff leave requests, and adjust and approve timecards
• Forecast and budget departmental headcount
• Investigate facts, get to the root cause, and use data analytics to make data-driven decisions to solve complicated technical and non-technical requests and to drive support process improvements
• Ensure Support team members leverage approved internal knowledge base articles to deliver up to date service to our customers
KPIs:
• Collaborate with Support Managers to set global Support team members individual and group KPIs and drive actions and activities to ensure global Support team members achieve their individual and group KPIs
• Collaborate with Support Managers to benchmark and set the standard for best-in-class customer support
• Achieve service levels in accordance with customer Service Level Agreements (SLAs)
Training:
• Own the development of the support department's competencies and training needs
• Assess Support team members’ training needs and work with global Support Managers and the Technical Training Manager to ensure Support team members are prepared to provide timely, consistent, and best in-class customer support
• Ensure Support team members pass the standardized training curriculum successfully to ensure Support team members provide support in a consistent and similar manner in handling customers’ incidents and requests
• Create, document, and share technical procedures and knowledge base articles for the overall development of the global Support team members’ competencies
• Partner with Training team members to create and update technical procedures and knowledge base articles
Individual:
• Partner with Deployment team members to enhance the deployment and delivery of software updates and fixes to customer locations
• Maintain up-to-date awareness in the latest hardware and software applications and share ideas with global functional owners and Support team leaders to improve performance, reliability, and functionality of our products and services
• Responsible for self-developing skills and technical knowledge on existing and new products and features
Special Requirements:
Let our experts design a Professional CV for you.
