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Support Readiness Specialist - Service Delivery


Customer Service & Support

IT & Telecoms GHS Confidential
2 months ago

Job Summary

As a Support Readiness Specialist - Service Delivery, you will be responsible for ensuring that support quality remains high by gathering metrics, identifying trends, and working cross-functionally to communicate those trends.

  • Minimum Qualification: Degree
  • Experience Level: Entry level
  • Experience Length: 1 year

Job Description/Requirements

What you’ll do  

  • Work with Support Managers and the Director of Support Readiness to identify ticket trends and health by customer and ticket types.
  • Monitor trending product usage, adoption and satisfaction issues in tickets to provide insights to your counterparts in Customer Support, Product Management, and Quality to help inform priorities based on customer impact and support efficiency.
  • Build two-way roads between Product and Support by working with the pool of global Support Engineers acting as Support Stable Counterparts.
  • Own and drive projects to completion in agreement with relevant stakeholders in a cross-departmental function.
  • Manage a fast-paced queue of requests, prioritize requests according to business impact, and drive to appropriate completion dates.
  • Understand internal customer needs and business context to provide outstanding support and maintain high customer satisfaction.


What you’ll bring 

  • 1-3 years experience in a business-supporting role, with proven ability to support diverse customers needs.
  • Top-notch data analysis skills; pulling data from a variety of sources to generate meaningful insights.
  • An ability to use GitLab, or a readiness to learn how to fully utilize GitLab.
  • Proven ability to solve practical business problems, understanding of business processes, and ability to translate business requirements into reporting functionality.
  • Strong team player and service-oriented attitude with a customer focus.
  • Excellent written and verbal communication.
  • An eye for detail and out-of-the-box thinking.

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