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کد آگهی: KP3242684680
استخدام Account Manager
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اسنپ تریپ | Snapp Trip
در تهران
اطلاعات شغل:
نوع همکاری: تمام‌وقت
مدرک تحصیلی مورد نیاز: کارشناسی
مهارت‌های مورد نیاز:
ارتباط با مشتریان و پشتیبانی
Account Management
امورمشتریان
پرداخت‌ها: توافقی
متن کامل آگهی:
Role Overview:
The Account Manager will be responsible for managing all incoming support tickets, ensuring timely resolution, and improving the quality of support processes. This role will ensure clear ownership of tickets, improve communication between the call center, QA, developers, and product teams, and drive efficiency in issue resolution.
Key Responsibilities:
- Ticket Management:
- Act as the primary owner of all incoming support tickets, including those generated by the call center team.
- Ensure tickets are logged accurately and assigned to the appropriate teams (QA, developers) for resolution.
- Track the status of each ticket from creation through to resolution, ensuring no steps are missed.
- Validation Check:
- Validate incoming tickets for completeness and accuracy before assigning them to the relevant team.
- Conduct initial checks to assess ticket urgency and categorize based on severity.
- Assignment to Developers:
- After validating, assign tickets to the correct developer or QA team member based on the issue's complexity and priority.
- Ensure timely assignment and follow-up on progress.
- Daily Bug Tracking:
- Monitor tickets daily to ensure no issues are unresolved.
- Follow up with the team as necessary to ensure timely resolution and escalate if necessary.
- Issue Categorization & Root Cause Analysis:
- Categorize issues based on type (e.g., technical bug, UI/UX issue, feature request).
- Conduct root cause analysis for recurring issues and collaborate with teams to implement long-term fixes.
- Feature Suggestions for Recurring Issues:
- Identify frequently recurring issues and suggest feature improvements or process changes to prevent them from reappearing.
- Work closely with the product and development teams to explore solutions.
- Weekly Report of Issues:
- Prepare and share a weekly report summarizing key issues, trends, and progress on ticket resolution.
- Report should include:
- Total number of tickets raised, resolved, and pending.
- Patterns of recurring issues and areas for improvement.
- Resolution times and SLAs.
- High-priority tickets and escalations.
- Bottlenecks or blockers that require attention.
Role Requirements:
- Strong domain knowledge about Snapptrip products.
- Strong follow-up skills.
- Good communication skills.
- Eager to learn and grow within the role.
- Ability to collaborate effectively with the call center team.
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دوشنبه 20 اسفند 1403، ساعت 02:35