Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.
Reporting and Customer Reviews: Prepare regular support performance reports for senior management and ticket status updates for customers. Lead customer service reviews to discuss performance, outstanding issues and improvement opportunities.
Clearly document problem details, troubleshooting actions, and findings, and prepare comprehensive escalation materials for issues requiring further investigation.
AI-Driven Productivity: Use Generative AI tools to research regulatory developments, support policy updates, and improve routine administrative processes.
Consultation and Guidance: Provides expert level end to end business process consulting to internal customers, serving as the IT partner and provider at a Regional level for HR departments, Center of Excellence, and HR Services. Liaison with HR Operation and IT community to understand needs, develop IT-concepts and blueprints, implement systems solutions and evaluate success. Work cooperatively with the Global HR team to maximize resource utilization and effectiveness of systems solutions
Skills- Experience with Salesforce user support or CRM operations.- Strong communication and stakeholder collaboration skills - ability to explain clearly to business and tech working stakeholders- Experience with CRM user support.- Experience supporting UAT or system enhancement projects.- Experience drafting process flows and documenting standard operating procedures.- Experience extracting and analysing CRM reports.- Experience working in a tech/hyper-growth company.