Technical Services and Support Specialist

Reports to Country Manager

Key Responsibilities:

• Evaluate and identify opportunities to drive customer experience improvements that positively impact our customers’ experience.
• Manage and administer ticketing/chat systems and proactively manage the day-to-day issues raised by users globally.
• Collaborate with internal cross-functional teams (e.g. Business Process, Product, Engineering
  etc.), partners, and vendor(s)
• Proactively monitor supported systems and platforms to ensure they are operational and performant
• Contribute to the team workload by accomplishing related tasks to achieve key results as required.
• Document troubleshooting methodology, information, analyzes facts/conditions regarding the support issue, and creates coaching materials/technical materials.
• Lead or participate in management of incidents, requests and problems, request fulfilment and problem resolution and escalation activities, and perform root cause analysis.
• Participate in partner/ vendor management activities associated with the ongoing maintenance, support and enhancement of Lupl’s systems and related services.
• Participate in strategic and tactical planning of business-driven initiatives.