Customer Support, Service Delivery Operations
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Qualified Management professional with experience of 12 years in Customer Support (Customer relations), Service Delivery, Training, and Vendor Management in SaaS environment.
Responsibilities as a Customer Support Head:
Monitor daily workflow of the support team by taking stock of pending tickets, prioritizing and escalating/categorizing them to concerned teams for resolution.
Collaborate between various stakeholders (internal and external) not limited for providing solutions but also implementing and updating new features of the product.
Prepare and publish documents/manuals on recurring issues with process of providing fixes for the support teams.
Motivate and coach the team ensuring their productive level is high with regular training schedule on the products to provide quality support and solution to resolve the issue/s.
Educate the team on advanced skills/latest technology and implement them in work flow.
Train the team to crack and mitigate complex issues faced during providing resolution.
Publish RCA document with the customer linked to the tickets. The outcome of RCA projects the source, platform/environment, issue area, category & sub-category across customer data.
