Jobs in Islamabad, islamabad capital territory, pakistan

Job Description

Primary Responsibilities :

Managing all daily operational activity, such as but not limited to :

• Personnel performance, evaluations, priorities, training, certifications, scheduling, retention, and new hires.Complete, and periodically maintain, proper departmental documention, such as but not limited to : troubleshooting guides,policies,procedures,processes,resolution guides,walkthroughs,training material.Ensuring documented departmental policies, procedures, processes, etc. are followed.Apply strong triage methodologies for proper and timely creation, handing, resolution, management, communication, and closure throughout a Tier 2 trouble ticket life cycle.Develop and maintain departmental and individual key performance indicators, per ticket-type SLOs, communication internal and content requirements, escalation SLAs, and reports that track key metrics associated to each.Continually identify, define, and lead initiatives that improve the customer experience, reduce ticket duration, eliminate ticket creations, avoid repetitive tasks, and / or streamline ticket handling.Maintain actual and forecasted personnel work demand calculators, with augments and training being completed prior to resource exhaustion.Improve existing tools, data, and content utilized or provided by Tier 2 to customers, agents, and other AireSpring departments.Act as the primary escalation point of contact for issues raised beyond technician and supervisors levels, and own a timely path to resolution and communication related to the escalation.Implement and maintain a robust root cause data gathering method for all tickets and escalations, and seek to eliminate / reduce go-forward similar tickets and escalations through inter-departmental process / data improvement initiatives, customer / agent education, personnel training, documentation improvements, tool changes / development, and automation projects.Set departmental standards, develop and maintain a robust quality assurance system, and manage the results to the standards. Ensure that the Tier 2 globally distributed technical support departments operate successfully 24x7 and that escalations and ticket management are performed by skilled and available resources during each shift.

Qualifications

Position Requirements :

Additional Information

WHAT THIS COMPANY OFFERS YOU :