Responsibilities

• Achieving committed SLAs, operational efficiency, and CSAT/NPS
• Own the Customer Support process, driving quick resolutions 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 maintain a well-organized team to effectively support business objectives while maintaining a highly productive work environment.
• Analyze, implement improvements, and report on support metrics, business impact, customer impact, and team performance.
• Own escalated ...