As part of the Gen Tech Support COE team this person will handle customer queries via the standard support contact methods (phone, chat, Email, Remote access).
Work closely with Support partner management teams to understand any challenges impacting the NetSat/ Resolution rate/ Case Handled time or any other SLA parameters and help them to effectively improve the same.
Analyze top technical and transactional contact generators and issues for root cause & efficient UX.
Carry out extensive root cause analysis with customer interactions & share info with Product Teams.
Make suggestions to improve the overall customer experience and back this up with data/facts.
Test any new concepts/ideas with our customers to help us understand what the impact may be to the wider customer population.
Provide any relevant learnings, feedback or suggestions to the wider Support Delivery teams to help improve products/services performances.

Competencies

The candidate must be an excellent communicator and team player, a problem solver with strong collaboration skills, suited to take on various challenges.
Flexibility in adapting to change or business needs
Tech savvy and enthusiastic about emerging technologies
Willingness to work in a fast-paced, dynamic environment and adapt to changing priorities.
Technical knowledge of Network & All Operating systems (Mac, Windows, IOS & Android)
Minimum 2 to 3 years work experience with customer service/technical support
Excellent written and oral communication skills
Bachelors Degree, applicable certification or equivalent experience required
Excellent soft skills and ability to build credibility and rapport with individuals of varied backgrounds
Excellent knowledge of MS Office emphasis on Excel, pivot tables, and PowerPoint
Strong problem-solving skills & business analysis knowledge
Qualifications and/or experience in data analysis is a strong advantage, along with the ability to understand and analyze data, as well as present findings.
Should be willing to work in PST hours. Ability and willingness to work shifts when required

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