Queue Account Manager - Support Engineer 2
Noesis
Lisboa
há 2 dias

Descrição de Tarefas e Responsabilidades

We are looking for a high-performing, action-oriented and organized Queue Account Manager.

  • Queue management activities : monitoring queues across different products / technologies, partnering with Incident Managers, other teams to ensure the timely and expedited assignment of the support incidents.
  • Active role in identifying tools outages and reporting / engaging required IT teams, as well as correcting misbehaviors for misrouted incidents.
  • Partner with team / technology manager for escalation management.
  • Report and identify trends and workload dynamics for driving improvements, and further insights for operational business reviews.
  • Ensure a smooth and expedited case assignment and drive a strong collaboration with customers and internal stakeholders.
  • Capacity and staffing planning activities, both for weekdays and weekends, and vacations.
  • Users accounts management and set up for new team members.
  • Collect feedback and learnings from the interactions with Customer Success Account Managers and Incident Managers, and support customer onboarding activities.
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