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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Customer Service (Domestic)Customer Service (International) |
| EmploymentType | Full-time |
We re looking for someone to help our newly - merged team of nearly 100 software support agents adjust to new processes , and make sure that these new processes result in demonstrably better outcomes. If you think you know how to help support teams perform better through collaboration , clear processes , thorough training , and meaningful metrics , then this job is for you!This role will proactively collaborate with Technical Support , Knowledge Management , Business Systems / IT , and Training to document and improve Customer Support processes , aid in the execution of programs , and assist in developing and providing training to agents. We re looking for someone with vision , intelligence , and dedication.The role is full - time , and it will require some regular schedule overlapping with the North - America - based Support Operations Team , and it will also require working other partners and support Staff in North America and Europe. For this reason , the ability to work on an EMEA schedule is strongly preferred. ResponsibilitiesLead projects to improve our support operations. We need someone who is aware of and passionate about utilizing best practices from industry.Review and develop reports to understand our support performance , and use the findings to continuously improve. Assist development of training curricula. Measure the impact of training programs.Perform quality assurance of support cases , eventually taking ownership of the QA process.Utilize industry standard tools (Salesforce , Jira , Lithium Community) to achieve all of this.,
Keyskills :
emea business software qa training schedule it jira metrics lithium rovidingtraining businesssystems audiomastering customersupport knowledgemanagement qualityassurance technicalsupport softwaresupport