What you get to do in this role
This role will be responsible for supporting key internal Global Technical Support process and automation projects with the aim of facilitating support adoption of infrastructure changes, enhancing the customer and employee support experience. Deliverables will include the implementation and deployment of impacting technical requirements to support, employee communications and rollout of key business process initiatives.
- Act as a key player in establishing and executing operational initiatives
- Play a critical role in coordinating cross-functional efforts between support and cloud operations, with an emphasis on the impact of infrastructure changes and their impact to the support organization
- Drive as a key subject matter expert in the development of projects for technical support engineering and customer support experience
- Ensure all impacting technical requirements to support align to our ideals of delivering world-class technical support
- Initiate and/or participate in strategic initiatives that impact the tactical approach to customer support as well as influencing policies, workflows and performance standards
- Assess current systems, best practices, quality, service and introduce improvements to ensure operations stays in line with growing Business needs
- Represent Support Operations and interface effectively with cross-functional teams, senior-level business executives and customers
- Review current processes with a focus on simplification and clarity to ensure they align to current business objectives
- Initiate and/or participate in strategic initiatives that impact the tactical approach to customer support as well as influencing policies, workflows and performance standards
- Assess current systems, best practices, quality, service and introduce improvements to ensure operations stay in-line with growing Business needs
- Develop business requirements to satisfy business objectives, customer enablement and Technical Support Engineer impact
