Manager - Customer Service Operations (Customer Service Operations) - B3201_2

Over deze vacature

Broad outline of the Role • Responsible for managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in respective areas of Network/SDWAN/Cloud and security/Unified Collaboration/Mobility and IoT/other domains. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles. Purpose - Broad objective of the role Size and Scope of Role - No. of direct reports Size and Scope of Role - Total team size Minimum qualification & experience • Graduate with 4-7 years of experience Other knowledge/skills • Good knowledge on implementation, installation, integration troubleshooting and overall functionalities • Experience in troubleshooting platform related issues, data backup, restoration, retention • Maintains awareness of latest technologies in the domain Key Responsibilities • Technical administration or troubleshooting to ensure the efficient functionality of the solution. • Incident Validation, Incident Analysis, Solution recommendation • Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions • Act as a point of escalation for Level-1 customer service analysts • Coordinate with IT teams on escalations, tracking, performance issues, and outages. • Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation. • Provide recommendations in tuning and optimization of systems, processes, procedures, and policies. • Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate. • Publish weekly reports and monthly reports on customer service operations activity. Technical Competencies Knowledge / Skills Communication Skills