Provide Tier 2 support for customers, troubleshooting and resolving data - related issues in SaaS supply chain applications. Collaborate with engineering teams for software enhancements.
About the role
- Customer Support Tier 2 ensuring seamless service for SATs contract. Collaborating with Tier 1 agents to enhance processes and optimize support strategies.
Responsibilities
- Analyze and implement data to improve satisfaction
- Drive collaboration with teams to deliver process improvements
- Ensure first contact resolution in customer service Performance Indicators and Service Levels
- Ensure timely and effective resolution of escalated customer issues
- Triage more complex issues before escalating to operations, markets, STA teams.
- Conduct quality checks on Tier 1 support agents
- Ensure Tier 1 agents have the necessary training and resources
- Collaborate with internal teams to streamline support processes and enhance efficiency
- Monitor and drive improvements in Customer Satisfaction (CSAT) and Voice of the Customer (VOC) metrics
- Identify trends and recurring customer pain points
- Identify opportunities for process improvements and efficiency gains
- Conduct root cause analyses to resolve underlying issues
- Foster effective collaboration between Tier 2 and Tier 1
- Act as a liaison between customer support, operations, and technology teams
- Support the design and delivery of ongoing customer service training programs.
Requirements
- Strong communication and interpersonal skills.
- Be self-motivated
- Strong problem-solving abilities
- Proficiency in Microsoft Office (Excel, Word, PowerPoint).
- Excellent organizational skills with great attention to detail.
- Adaptable and able to work flexibly in a dynamic environment.
- Ability to work independently and collaboratively in a team setting.
- Proactive in identifying and implementing process or system improvements.
- Prior experience education assessments (e.g., SATs) is advantageous
- Background in customer service or continuous improvement roles.
- Knowledge of customer satisfaction metrics and tools.
Benefits
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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