SUMMARY
Our client's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at our client are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities we're just getting started.
They use a vast range of customer relationship tools in order to connect with clients. Given the fast pace environment they operate in, these tools require constant updating and improving. This role will be focussed at ensuring infra stability for our SBG sales / business operations teams, dealing with issues related to various tools & systems and developing deep passion to help teams solve them, both short term & long term, in collaboration with multiple cross functional partners.
RESPONSIBILITIES :
Provisioning Management (10%)
- Manage the internal and external resource provisioning of our client's tools and systems including onboarding / offboarding
- Ensure proper configuration of newly onboarded resources to ensure there are no issues arising with access to tooling
Task / Issue Management (70%)
Review, investigate and process real time vendor partner's reported issues and escalations across the product / infra suite and respond to partner's inquiriesProactively investigate, troubleshoot, and drive escalations to resolution, and communicate to cross functional partners involved throughout the whole processQuantify impact of requests to engineering teams, utilizing technology and best practicesDeal with high pressure escalations, and collaborating with cross functional experts, when appropriate, to resolve issues swiftlyRemain uptodate on key workflow changes, operational guidelines, and update escalations intakeBeing available during working hours window for prompt and timely support on issue managementEnd to End ownership on issue Management for the responsible markets / regionsBeing on top of all issues that are reported regionally and as well as issues that are globally impactingThorough analysis & understanding of all inprogress / open issues for tracking, reporting and communication purposesManage communication with all internal and external stakeholders to ensure all the task / issue related information is relayed to them in a timely mannerProcess Enablement (10%)
Manage the documentation of task / issue management process and new learnings through issuesLiaise with global and regional stakeholders to ensure all the vendor operational manuals are updatedSupport in the deployment of multiple tech projects across programs, including onsite coordination, implementation, as well as user testing and troubleshootingData Analysis & Other tasks (10%)
Gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall process and provide recommendations for process improvementsMaintain & track issue / task related metrics & SLAs for the region, identify trends and declines and action accordinglyTrack and report all the issue / tasks related numbersWork ad-hoc projects / activities that go inline with the core work as & when requiredQUALIFICATIONS :
2+ years experience with call center operations or in any global business operations environmentSelf starter and ability to autonomously work under minimal supervision & guidanceExcellent organizational skills and detail oriented approach to problem solvingDemonstrated proficiency in multitasking and prioritizationPrior experience in Task (issues / bugs) triaging experience or any IT help desk support experience is a plusProblem solving mindset with strong bias towards action and accountabilityComfortable with ambiguity and thrives in a fast paced, dynamic environmentExperience working with internal / external stakeholders in multiple geographic regionsAble to adapt quickly to changes in processes, tools, systems, and programsExcellent written and verbal communication skillsStrong communication skills, ability to communicate effectively with all levels of managementPassion for operational excellence and commitment to productivityBasic querying / SQL knowledge is a plusReceptive to open feedbackEducation
Bachelor's Degree preferredIND123
