- Deploy strategies that create loyal and engaged customers and take ownership of customer issues and track them through to resolution
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Communicate with customers by phone or email and provide them with high quality support and problem resolution
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Manage the support team and ensure service level agreements are met
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Work on improving all customer service processes to increase team efficiency and customer satisfaction
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Conduct monthly and annual performance reviews and proactively participate in weekly team meetings with leaders
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Assist with sales, collect customer feedback and perform other duties as required by the business
- Oversee the technical aspects of the project to ensure that there are effective business and technical solutions to create, deliver and support customer or user functions and operations
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Analyze the quality of services provided to customers or users
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Help identify and analyze incidents/malfunctions described by users
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Optimize help desk and support processes
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Manage and animate a technical support group with various specialties
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Coordinate integration projects
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Implementation of reporting tools and KPIs
- Oversee the technical field activities (fiber optic deployment and network configuration) of the project and manage the efficiency of the technical teams, operations, tasks as well as the development and implementation of the solutions, following the KPIs, within the limits project budget, timelines and specifications
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Supervise technical activities such as fiber optic deployment and network configuration and evaluate them according to established objectives
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Implementation planning, control and monitoring
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Identify problems and implement strategic solutions in time
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Analyze site maintenance reports then plan and track maintenance actions
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Coordinate and mentor engineers and technicians to provide level 1 and 2 technical support
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Establish good relationships with suppliers and create a profitable workspace
