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Customer Support Customer Service B2B Ticketing Tools Technical Support Incident Management Troubleshooting

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Work from Office

Job Type

Full Time

Job Description

Key Responsibilities: Customer Support Coordination : Partner with the TAM to deliver best-in-class customer support, ensuring smooth onboarding for new Ultimate Support customers and maintaining a high standard of communication throughout. Issue Management : Review all assigned Ultimate customer issues daily, ensuring timely and accurate updates based on customer priority and business impact. Collaborate with Support Engineers and Management teams to ensure efficient resolution. Support Case Reviews : Lead regular support case reviews with the customer team, ensuring accurate prioritization of issues, visibility on progress, and clear next steps. Critical Issue Oversight : Take ownership of any critical support issues and provide ongoing personalized management and updates until resolution. Service Reviews : Contribute to the service review process, focusing on the performance of technical support services and identifying opportunities for improvement. Service Improvement Planning : Define and maintain a Service Improvement Plan (SIP), working closely with Support Delivery Managers to address areas for improvement and track progress against agreed actions. Root Cause Analysis (RCA) : Conduct customer-specific RCA analysis following significant events, providing official Customer Facing Statements with outcomes. Support Health Insights : Provide insights and data on the technical health of the customer, helping evaluate the overall effectiveness of support services. Interested Candidates can share your resume to "indhu.s@twsol.com"

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www.teamwaresolutions.net

IT Services and IT Consulting

Chennai Tamilnadu

1001-5000 Employees

12 Jobs

    Key People

  • John Doe

    Chief Executive Officer

  • Jane Smith

    Chief Technology Officer

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