Support & Ops SME - Escalations, Analysis & Mentoring

JobRadars - AU; Western Australia; On-site; AUD 70,000 - 90,000; Full time

Job summary

JobRadars - AU is looking for an individual in Australia to ensure timely resolution of escalations and positive customer satisfaction. This role involves mentoring team members, validating compliance, and participating in customer meetings to gather feedback.

The ideal applicant will manage ticket resolutions, facilitate effective communication with stakeholders, and ensure quality compliance as per SLAs.

Responsibilities

• Ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA.
• Perform value addition activities such as mentoring and maintaining effective documentation.
• Validate Change Order Implementation Plan & Human Error Compliance.
• Ensure positive customer feedback by actively participating in customer meetings.
• Validate analyses and reports to facilitate performance in tasks.

Job description

JobRadars - AU is looking for an individual in Australia to ensure timely resolution of escalations and positive customer satisfaction. This role involves mentoring team members, validating compliance, and participating in customer meetings to gather feedback.

The ideal applicant will manage ticket resolutions, facilitate effective communication with stakeholders, and ensure quality compliance as per SLAs.