Technical Support Manager
Current● Exceeding team goals for 2024 by achieving a First Call Resolution (FCR) rate of just under 85% and maintaining an average Customer Satisfaction (CSAT) score of 4.7, surpassing the target of 4.5.● Resolution of 70% of support tickets year-to-date, serving as the first point of contact for Help and Service desk, ensuring timely and effective resolution.● Proactively create troubleshooting videos to guide colleagues and clients, fostering a knowledge-sharing environment and improving… Show more ● Exceeding team goals for 2024 by achieving a First Call Resolution (FCR) rate of just under 85% and maintaining an average Customer Satisfaction (CSAT) score of 4.7, surpassing the target of 4.5.● Resolution of 70% of support tickets year-to-date, serving as the first point of contact for Help and Service desk, ensuring timely and effective resolution.● Proactively create troubleshooting videos to guide colleagues and clients, fostering a knowledge-sharing environment and improving team efficiency.● Lead training of team members on integration of third-party solutions, providing ongoing guidance and support, resulting in a 10-15% reduction in response times.● Manage and maintain critical databases, ensuring data integrity and accessibility.● Update, review, and revise company manuals to improve clarity, efficiency, and user-friendliness.● Supervise day-to-day operations and special projects in a fast-paced hospitality setting.● Collaborate with executive team to address and resolve complex technical challenges. Show less
