Vacancy expired!
- Focus on improving user experience and being on a look out for users so they can enjoy client products with no interruptions.
- Share our findings to the Product Area so they can continue to work on the products that users need.
- Design agent workflows & processes.
- Execute the escalation program.
- Remove/update outdated KB content, promote high resolution articles, clarify resolutions for complex issues and generate insights for PA for process/policy/product changes.
- Execute process skeletons that will result in authorable workflows, KB articles, troubleshooters, SOPs, etc
- Solve tooling outage issues/ tooling access issues for agents.
- Manage open bug processes for agents /eng teams.
- BA/BS Degree in a related field.
- 3-4 years of relevant experience.
- Strong written and oral communication skills.
- Ability to multitask, set priorities and work efficiently in a high-paced environment.
- Project Management
- Strong attention to detail, comfortable working with large data sets and great analytical skills
- Ability to document complex processes
- Collaboration skills
- Strong skills with Excel/Google Sheets (Vlookup / Pivot Tables)
- Empathy and Customer-First Mindset
- Able to work as a W2 employee of Genesis10 (no Corp-to-Corp)
- Program Management Familiarity with Google Suite (gmail, docs, sheets)
- Strong customer service experience is a big plus!
Vacancy expired!