Responsibilities
- As part of the Gen Tech Support COE team this person will handle customer queries via the standard support contact methods (phone, chat, Email, Remote access).
- Work closely with Support partner management teams to understand any challenges impacting the NetSat/ Resolution rate/ Case Handled time or any other SLA parameters and help them to effectively improve the same.
- Analyze top technical and transactional contact generators and issues for root cause & efficient UX.
- Carry out extensive root cause analysis with customer interactions & share info with Product Teams.
- Make suggestions to improve the overall customer experience and back this up with data/facts.
- Test any new concepts/ideas with our customers to help us understand what the impact may be to the wider customer population.
- Provide any relevant learnings, feedback or suggestions to the wider Support Delivery teams to help improve products/services performances.
Requirements
- The candidate must be an excellent communicator and team player, a problem solver with strong collaboration skills, suited to take on various challenges.
- Flexibility in adapting to change or business needs
- Tech savvy and enthusiastic about emerging technologies
- Willingness to work in a fast-paced, dynamic environment and adapt to changing priorities.
- Technical knowledge of Network & All Operating systems (Mac, Windows, IOS & Android)
- Minimum 2 to 3 years work experience with customer service/technical support
- Excellent written and oral communication skills
- Bachelor's Degree, applicable certification or equivalent experience required
- Excellent soft skills and ability to build credibility and rapport with individuals of varied backgrounds
- Excellent knowledge of MS Office – emphasis on Excel, pivot tables, and PowerPoint
- Strong problem-solving skills & business analysis knowledge
- Should be willing to work in PST hours. Ability and willingness to work shifts when required
Nice to Have
- Qualifications and/or experience in data analysis is a strong advantage, along with the ability to understand and analyze data, as well as present findings.
Benefits
- flexible working options and time off
- competitive pay, benefits and well-being programs
Work Arrangement
Hybrid
Additional Information
- Ability and willingness to work shifts when required
- Should be willing to work in PST hours.
