01Responsibilities
Team Leadership & OperationsSelf-Service & DeflectionIssue Resolution EffectivenessSupport Efficiency & SpeedCustomer Satisfaction & Quality
Skills Required:
Team Leadership: Manage, mentor, and upskill L1/L2 Technical Operation Engineers handling end to end Site onboarding assistance (device linking and troubleshooting) and complex SaaS SW and IoT issues.Operational Excellence: Establish, monitor, and report on key support metrics, including customer satisfaction (CSAT), first contact resolution (FCR), and backlog health.Escalation Management: Act as the primary escalation point for Site onboarding assistance, high-priority customer issues, guiding the team toward swift resolution.Engineering Alignment: Drive cross-functional collaboration with Product and DevOps/Engineering teams to prioritize bug fixes and product enhancements based on support trends. .
