Application Support Supervisor
5 days/ week (Rotation Shift)
About the Role
Responding user inquiries through various channels such as chat and email.
Manage metrics, performance criteria, policies and procedures to continuously improve representative's productivity
Review quality assurance reports, customer survey responses and error reports and provide coaching to representatives to ensure they are creating the expected customer experience
Conduct one-on-one meetings, weekly meetings, coaching sessions, and performance reviews in a timely manner
Identify trends and recommend appropriate solutions to improve performance and drive engagement
Manage the onboarding process for all new hires within your function.
Perform additional functions as assigned by the direct manager.
Handle and provide 1st level support to serve user issues.
Coordinate and collaborate with internal and external teams for the IT issues.
Help resolve software and technical questions for the customer efficiently and effectively.
Manage user expectations regarding estimated response times for issue resolution.
Meet SLAs like response and resolution times by partnering within the technology department.
Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.
4+ years experience in IT service desk or related fields.
Experienced with SQL.
Be able to investigate the basic root cause.
Highly responsible, initiative, proactive and fast learner.
Good communication, customer-oriented, service mind, problem solving skills.
High understanding of startups pace.
Intermediate level of English, both written and spoken.
How to apply
4 steps to become a freshketer
You can apply through our website.
The team will review your application and contact back.
We conduct phone and online interviews to get to know you better.
We make an offer to the candidate who is the best fit.