مدیر پشتیبانی فنی و موفقیت مشتری | Technical Support & Customer Success Manager

نقش ها و مسئولیت ها
• برای اطمینان از سیستم ها ، برنامه های تیمی ، و فرایندها با تیم های مربوطه حل و فصل می شود.
• همکاری فعالانه با تیم های پروژه و برنامه ریزی و همچنین رسانه های اجتماعی و عملکرد مشتری EB برای اجرای پروژه ها و برنامه های اختصاص یافته ، تقویت تجربیات مشتری و استقبال از ورود مشتریان به دنیای دیجیتال مراقبت از مشتری.
• مدیریت روابط متقابل عملکردی ، بین بخشی و خارجی برای تسهیل تحقیقات در مورد موضوعات تشدید شده ،
• مدیریت کلیه فعالیت ها برای حل پرس و جو مشترکان ارجاع شده ، تیم پشتیبانی فنی و موفقیت مشتری CR با اطمینان از افزایش مسئله به بخش مناسب و ایجاد تماس های خارج از کشور از تیم های CR-Office Team به Slas و CRASPPS ، SLAS و SLAS ، برنامه ریزی شده است. شکاف ها و راه حل ها و پیشرفت ها را برای بهبود کارآیی خود در همکاری با تیم تضمین کیفیت ارائه می دهد. گزارش های روزانه/هفتگی/ماهانه و موقت همچنین ماتریس برای مدیریت است.

• To ensure systems, team applications, and processes breakdowns/faults with relevant teams to be resolved.
• To actively collaborate with Customer Experience, Customer Service Committee, P&S team, and CR business to achieve CEX and CLF, CR raised projects/campaigns.
• To ensure all systems and applications used by the team are available 7/24 and manage following up their issues to be solved.
• To actively collaborate with project and planning teams and also social media and EB customer operation for running assigned projects and plans, enhancing customer experiences, and welcoming customers entrance to the digital world of customer care.
• To actively lead the back-office environment, increasing motivation and job satisfaction solutions to decrease the turnover of back-office team members.
• To manage cross-functional, interdepartmental, and external relationships to facilitate the investigations on escalated issues,
• To manage all activities for solving referred subscribers’ queries to the CR Technical Support & Customer Success team by ensuring issue escalation to proper department and making outbound calls from CR back-office team to the subscribers, all based on agreed PPPs and SLAs.
• To review team current processes constantly, identify gaps and suggest solutions and enhancement to improve their efficiency in cooperation with the quality assurance team.
• To support social media, EB, and Governance & Judiciary teams’ escalated issues resolution as well as front line logs.
• To attend all meetings held for log resolution of escalated issues to Technical Support & Customer Success with other department/teams and ensure the results are shared with the team also front lines properly.
• To provide team routine daily/weekly/monthly and ad-hoc reports also matrices for the management.
• To manage high-level analysis and interpretation of team activities data and received logs and also communicate them to the business and CR management.