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.
