Oversee the day-to-day operations of the Support Team supporting MS Business Central, Mobile and Web Solution that has been deployed at customers sites.
Act as a senior agent who will drive customer satisfaction through customer support.
Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions.
Act as a mentor and provide oversight, coaching, and training to technical support staff.
Be the point of contact when it comes to support escalations.
Record and track team SLAs and workflows.
Provide support where needed for customers.
Clearly communicate and proper escalated of issues and problems to Management as needed.
Manage and report on all incoming technical support inquiries,
On-board all new support team members.
Assist in the creation of the team KPIs as well as monitor and report on results.
Monitor team performance and report on metrics.
Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
Work to create any relevant support material for the team.
Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents.
Implement any necessary preventive measures to reduce customer faults and issues.
Review all support related processes and documentation for continuous improvement.
Assist in the creation and implementation of customer self-service material and tools.
Evaluate and analyze support case trends to prevent future issues, and to ensure all support issues are track as cases, provide support report to customers and summary on support cases management on period basis
