Key Responsibilities: NIGHT SHIFT ROLE
1. Team Leadership: Lead and mentor a team of EDI/B2B support specialists,
providing guidance, coaching, and performance feedback to ensure team
effectiveness and individual growth.
2. Customer Support Management: Oversee the day-to-day operations of the
support team, including ticket management, escalation handling, and
resolution tracking, to meet service level agreements (SLAs) and customer
expectations.
3. Customer Relationship Management: Build strong relationships with key
customers, understanding their business needs, challenges, and objectives to
deliver personalized support and drive customer success.
4. Technical Expertise: Maintain a deep understanding of our cloud platform
and its functionality, serving as a subject matter expert to assist with complex
technical issues and troubleshooting.
5. Issue Resolution: Collaborate with cross-functional teams to identify and
resolve customer issues promptly, ensuring minimal disruption to business
operations.
6. Process Improvement: Continuously assess and optimize support
processes, tools, and workflows to enhance efficiency, scalability, and
customer satisfaction. Implement best practices and standards for support
operations.
7. Performance Monitoring and Reporting: Track and analyze support metrics
and KPIs, such as response times, resolution rates, and customer feedback,
to measure performance, identify trends, and drive improvements.
8. Training and Development: Develop and deliver training programs for
support team members to enhance their technical skills, product knowledge,
and customer service capabilities. Foster a culture of continuous learning and
professional development.
Qualifications:
Bachelor degree in computer science, information technology, business
administration, or a related field.
Proven experience in a leadership role within a EDI/B2B SaaS cloud support
environment.
Strong technical background with expertise in EDI mapping and business
process orchestration, communication protocols like AS2, SFTP etc.
Excellent communication, interpersonal, and customer service skills.
Demonstrated ability to lead and motivate teams, drive results, and foster a
collaborative and inclusive work environment.
Analytical mindset with the ability to analyse data, identify trends, and make
data-driven decisions.
Experience with support ticketing systems other support tools.
Strong problem-solving skills and attention to detail.
Customer-focused mindset with a passion for delivering exceptional service
and building long-term customer relationships.
