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.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation....
Coordinate with customers and internal technical teams, including Development, Quality Assurance, Infrastructure, and other stakeholders, to escalate complex issues, provide detailed analysis and reproduction steps, and test and validate fixes, patches, and software updates.
Maintain and monitor IT systems and infrastructure by installing and configuring hardware, operating systems, and applications; monitoring system and network performance; and supporting product deployment, migration, integration, and connectivity requirements.
Support system updates and product readiness by setting up items, bundles, and promotions; performing quality assurance testing; validating new configurations in production; monitoring product availability; and raising concerns or issues requiring resolution....
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.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation....
Identify opportunities to streamline business rules, policies, and operational processes to improve efficiency.
Drive harmonisation initiatives such as but not limited to billing systems, customer notifications, operational channels, and customer experience.
Analyse frontline, customer, and operational channel insights to identify gaps, pain points, and opportunities to enhance customer experience and operational effectiveness....