Sr Subject Matter Expert (Support&Ops)

About the role

To manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

What you'll do

• Oversee 100% of the requests, incidents and problems
• Manages and coordinates urgent and complicated support issues
• Act as escalation point for all requests and incidents
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization
• Determine root cause of issues and communicate appropriately to internal and external customers

What you need

• Documentation
• Reporting
• Vendor management
• Customer service
• Any graduate