Industry Type:
BPO / Call Centre – Tech Support
Job Detail:
Job Description
What you get to do in this role:
- Profound knowledge and experience in managing and exceeding Support KPI s and critical Technical Support Metrics – CSAT, Time to Resolution (TTR), Backlogs etc.
- Lead efforts to hire, develop, and build a technical team.
- Oversight and participation in Change Management as it relates to Customer Support.
- Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
- Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team.
- Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
- Represent the Platform, Product and ServiceNow effectively with customers.
- Manage major operations outages and communications to the customers.
- Participate in weekend and holiday on-call rotation as required.
- Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
- Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
- Manage to the company and department s vision, mission and values.
Qualifications
To be successful in this role you have:
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include usi
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