Responsibilities
- Manage the complete ticketing process from intake to resolution, including sorting, prioritizing, assigning, escalating, and closing issues to maintain smooth workflow.
- Serve as the top-level responder for difficult technical problems, ensuring structured resolution and maintaining trust with clients.
- Guide and develop engineers through coaching, technical mentorship, and performance evaluations, promoting a culture of ownership and growth.
- Partner with leadership to shape and execute long-term technical support strategies that support business objectives.
- Oversee daily support activities, identifying and removing obstacles to keep operations running efficiently.
- Uphold high standards for documentation, service procedures, and compliance with security policies across all technical work.
- Lead technical aspects of client onboarding and project implementation to ensure smooth integration and high service quality.
- Coordinate with other internal teams to ensure services and solutions are delivered accurately and on schedule.
- Analyze patterns in recurring technical issues and implement solutions to prevent future occurrences and improve support efficiency.
- Recognize opportunities for service expansion and advise on potential upselling based on client needs and technical insights.
- Deliver regular reports to the Operations Manager on team performance, client satisfaction, and key operational metrics.
- Keep up with advancements in technology, relevant certifications, and industry developments to inform training and strategic planning.
Work Arrangement
Remote (Worldwide)
Other
Fluent in English, both written and verbal.
