Responsibilities
- Being responsible for creating the Communication Management and ensuring that key stakeholders receive the required communication.
- Organizing support and customer service work.
- Managing the daily work of the support team.
- Being responsible for the performance management of the support team.
- Implementing enhancements to improve the efficiency of the support team.
- Work based on KPIs of the support department and customer assessment (NPS score).
- Supervising and leading all support processes and operations.
- Creating and implementing support procedures.
- Supporting global business clients and data integration into the client’s platform.
- Maintaining and ensuring support team works according to established standards.
- Collaborating with all departments, and business users to understand requirements and needs.
- Controlling and ensuring the optimal level of customer satisfaction.
Requirements
- Very motivated and self-driven individual
- Must be able to manage IT support team
- Responsible for performance management of the support team
- Supervising and leading all support processes and operations
- Creating and implementing support procedures
- Maintaining and ensuring support team works according to established standards
- Collaborating with all departments and business users to understand requirements and needs
- Controlling and ensuring the optimal level of customer satisfaction
