Live Monitoring Customer Support Representative
Posted on Thursday, August 31, 2023
About The RoleThis role will be responsible for optimising and managing live monitoring processes from onboarding markets, matrix recommendation reviews, alerts & act as a first responder during outages. The right candidate for this role is always looking for unique and exciting ways to solve problems, drive process excellence, identify product opportunities , as well as manage complex optimisation related to Live monitoring. For interested candidates, these areas should be exciting to you and you will be asked to demonstrate understanding or skills in these areas, as well as an eagerness to lead processes that do this. What You'll Do
- Responsible for smooth execution & improvements on recurring tasks of markets onboarding, geofence creation/coverage & billboards.
- Optimise reliability and accuracy of LiveMonitoring by improving the recommendation formula to prevent cases of over/under reduction and share recommendation with the country team.
- Help identify agent pain points with key products like Terra and prioritize such changes for the product team via raising phabs.
- Provide support during outages and help follow up with products for impact assessment and root cause analysis.
- Help oversee and recommend improvements to the automation team for processes around alerts, chat updates, billboards.
- Analytical. You can make sense of data sets to inform product or process decisions.
- Process driven, you’re able to run core processes and spot opportunities for improvement while scaling processes
- Subject matter expertise. Understand the complex nature of tools and how they relate to each other.
- Operational, and capable at building operational improvements into core processes
- Stakeholder management, you’ll need to work across ops & product
- Motivated. You understand the impact of LiveMon on reliability; you are determined to solve the difficult issues.
- Communication. Be able to clearly identify the issues faced and prioritize opportunities