Jennifer Carlos Email & Phone Number

Accountabilities of the Role:• Exercises independent judgment and discretion in planning and organizing customer support activities in order to ensure customer satisfaction• Monitors support metrics and adjust priorities as appropriate• Responds to escalated customer issues and resolves in a timely manner• Communicates critical customer issues, metrics and known issues to senior management in a timely manner• May perform responsibilities of subordinates in their absence.• Ensure common customer metrics are maintained and monitored (example: SLA/PSP) and report monthly to identify potentially dissatisfied customers. • Improve productivity of global/regional support through process improvement, training and talent management.• Work with development to ensure that fixes are delivered to clients on schedule and adhere as closely as possible to the current service level standard. • Responsible for the design, implementation and maintenance of the team’s and/or product business continuity plan to ensure continuity of support at all times.• Ensure Regular up-to-date accurate information is recorded in the call logging system (e.g. SupportForce.com) so that customers can see progress on the support cases• Looks to assist in identifying Professional Services or Product Sales opportunities arising from customer calls. Ensure that these are passed on to the appropriate groups for action in order to drive increased revenuePeople Management Accountabilities:• Identify and recruit internal/external talents to ensure effective mix of competencies• Set and communicate team/individual objectives and KPI to inspire individuals to achieve high performance• Provide regular constructive feedback on performance/development and address poor/mediocre performance on a timely manner. Recognise high performers to maintain motivation and retain key talent• Create team spirit