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.
Other responsibilities
- 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 knowledge of HTML, XML, JavaScript or CSS experience.
- 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.
