Support Operations Expert

Overview:
The Support Operations Expert is responsible for overseeing the daily operations of customer support functions, including the Call Center and Level 1 (L1) Technical Support teams. This role ensures efficient handling of customer inquiries, incidents, and service requests while maintaining high levels of service quality, customer satisfaction, and operational performance. The position plays a critical role in managing team performance, ensuring SLA compliance, and driving continuous improvement across support operations.

Key Responsibilities:
-Supervise day-to-day activities of the Call Center and L1 Technical Support teams.
-Ensure timely and effective handling of customer inquiries, incidents, and service requests.
-Monitor service queues, workload distribution, and resource allocation to optimize efficiency.
-Ensure adherence to defined processes, procedures, and service standards.
-Drive continuous improvement initiatives to enhance service quality and operational efficiency.
-Ensure high levels of customer satisfaction through effective service delivery and issue resolution.
-Act as the first point of escalation for complex or high-priority customer issues.
-Ensure proper documentation, tracking, and timely resolution of incidents.
-Collaborate with internal stakeholders including Operations/NOC, Engineering, and Customer Success teams.
-Provide regular updates on service performance, major incidents, and operational challenges.
-Support cross-functional initiatives to enhance customer experience and service delivery.
-Prepare and present operational reports, including KPIs, SLAs, incident trends, and performance insights.
-Monitor compliance with internal policies, procedures, and quality standards.
-Ensure accurate documentation and maintenance of support records and knowledge base materials.

Qualifications:
Education:
-Bachelor’s Degree in Information Technology, Computer Science, Business Administration, or a related field.
-Relevant certifications in IT Service Management (e.g., ITIL) or Customer Support/Call Center operations are preferred.

Experience:
-8-12 years of experience in customer support, service desk, or call center operations.
-Proven experience working in SLA-driven environments with exposure to incident and escalation management.
-Experience in industries such as telecommunications, technology, or managed services is preferred.

Skills & Competencies:
-Strong customer service orientation with a focus on delivering high-quality support.
-Solid understanding of service operations, incident management, and support workflows.
-Familiarity with ticketing systems, CRM platforms, and call center technologies.