- Achieving committed SLAs, Operational Efficiency & CSAT/NPS
- Own the Customer Support process, driving quick resolution to customer-impacting issues. Maintain and develop a team of competent and technically talented problem solvers who can work independently and collaboratively with other functional groups.
- Establish and adhere to customer support case management practices, including meeting defined SLAs.
- Day-to-day customer support operations and team management, including overseeing and maintaining the Customer Support team's quality and direction.
- Work toward Service Desk or ISO related Certifications
- Develop and keep a well-organized team to effectively support business objectives while maintaining a highly productive work environment.
- Analyse, implement improvement and report on support metrics, business impact, customer impact, and team performance.
- Own escalated support issues support metrics, including 1st response time, customer satisfaction, resolution time, and more.
- Identify technical issues and communicate them internally and externally. Create and maintain internal documentation (KEDB, KMDB) to help determine the appropriate actions and responses.
- Ensure service levels are always maintained and continuously seek ways to improve the delivery of customer support. Evolve critical processes across the teams to scale and drive customer value
- Develop and focus on continuous improvement and evolution of support offerings. Implement systems and processes designed to enable scale and support excellence
- Build Support career framework to enhance the team's focus on personnel development
- Provide senior management with regular status reports and alert management of any problems or potential service problems, as appropriate.
Experience in:
ITIL Foundation v3, v4 or higher.
Experience with ITSM Platforms (ServiceNow, Remedy, Atlassian, etc..)
High level of technical competency and acumen
Able to perform multi-tasking and time management
Expert in documentation and reporting deliverables.
3 years of relevant industry experience of delivering services, based on a standalone or combination of the following:
- Proven track records in contributing or establishing new process, functions, procedures, governance, framework to drive operational excellence and efficiency.
- Escalation and issue management and managing customer expectations
Interested applicants, please Email, [Confidential Information]
Fabian Ling Tuong Liing
R25129353
Recruit Express Pte Ltd
EA Licence No: 99C4599
We regret that only shortlisted candidates will be contacted.
