Get to know our Team :
Customer Experience (CE) team drives one of our core values Outserve Our Customers’ and provide support to in-country business units and a wide range of verticals.
Promoting ease to our driver partners and passengers in customer support transactions focusing on quality and customer satisfactions
Get to know the Role :
The Technical Support Specialist’s role is to provide operations support for Customer Experience (CE) Contact Centers and ongoing management and administration of CE’s service management tools / ticketing system, for CE teams located at office locations in the SEA region.
The day-to-day activities :
Monitor service management tools / ticketing system and administration (e.g. create business rules, triggers, integrations etc);
and proactively manage the day-to-day issues raised by CE users.
Track the progress of resolution and provide regular updates for follow-up actions and incident status; and proactively keep users informed throughout all stages of all processes by phone, email and instant messenger.
Determine the actions required to resolve operational / product problems, escalating as required to minimize the impact to individual users and the organization.
Document troubleshooting methodology, information, analyzes facts / conditions regarding the reported issue, and create coaching materials / technical materials.
Document reported problems and corresponding solutions in short and clear articles within the company knowledge base.
Proactively create knowledge base articles, process documents and share within the team.
Assist in the creation of incident reports and other documents as applicable, compile technical reports and user facing procedure documents.
Coordinate planned changes by engaging and communicating with users and liaising with various internal teams.
Constantly review ticket backlog to ensure they are kept to a minimum and take necessary actions to seek resolution of user issues to achieve high levels of customer satisfaction.
Work with internal teams to ensure issues are actioned and communicated in a timely manner, including service outages / escalated issues and opportunities.
Proactively monitor supported systems and environments to ensure they are operational and performant; and perform all required operational maintenance and troubleshooting of supported systems.
Actively contribute to monitoring and alerting strategy and approach, using continuous improvement to ensure monitoring is sufficient and appropriate for the environments.
Contribute to the team workload by accomplishing related tasks to achieve key results as required.
Assist in the deployment and upgrading of application stack into non-production and production environments; troubleshoot and resolve problems with the deployment and operation of environments.
Lead or participate in management of incidents, requests and problems, request fulfillment and problem resolution and escalation activities, and perform root cause analysis.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
Perform research and develop new technologies and evaluate work of support suppliers.
Analyzed current configurations and recommends upgrade and changes to system, as the business needs change.
Participate in vendor management activities associated with the ongoing maintenance, support and enhancement of CE’s systems and related services.
Collaborate with internal teams (e.g. IT, Engineering etc) and supplier(s) and develop product integration strategies (e.
g. integration with telephony system, CRM, WFM system).
Participate in strategic and tactical planning of business-driven initiatives, including contact center solutions, CRM etc.
The must haves : The Technical Support Specialist will need to have the following skills and experience :
Bachelor's degree, preferably in related field preferred or equivalent work experience.
Minimum 5 years of experience in software related customer service / contact center operations and technical support role.
In-depth knowledge of software systems such as Zendesk, JIRA or other industry standard service management tools / ticketing system.
Good understanding of cloud technologies, SaaS concepts and shell scripting.
Good understanding of ITIL and extensive experience working in an ITIL environment.
Knowledge of contact center operations and technologies desirable.
Experience with other contact center products preferred.
Support a dynamic team environment by collaborating with other departments, team and workgroup members; contributing time, effort and ideas, and commitment to work collaboratively toward common goals.
Demonstrated passion for delivering a positive customer experience through timely response, and positive interaction, and maintain composure in difficult situations.
Proven experience in end-to-end problem determination / troubleshooting issues and root cause analysis.
Good communication and presentation skills with experience interacting with users.
Proven ability to organize, prioritize and schedule work assignments; and adapt well to changing circumstances, direction, and strategy.