1. Define and refine processes which govern every aspect of the operations of Technical Support, such as call logging, case management, call script, parts dispatch & escalation.
2. Formulate, track and report performance metrics or KPI of the operations. Develop QC and audit strategy to ensure process conformance.
3. Provide analytics recommendations to front line TS leaders to optimize the operations: improve customer experience, grow revenue and cut down cost.
1. Bachelor’s degree (Master’s preferred) from top universities
2. Strong analytical skill, capable of conceptualizing complex issues into simple process flow and identifying optimization opportunities
3. Sensitive to numbers
4. Fluent English
5. Strong engineering or software design background