- Identify, troubleshoot and resolve issues that have been escalated from Customer Support - Identify and report products defect- Be the point of contact for CE managers about impacting defect- Provide detailed reports around KPIs and Tech support date to CE managers- Help to analyze and identify issue severity levels and follow appropriate escalation procedures - via JIRA tickets;- Supply knowledge gained back to Customer Support through documentation of issue resolutions and troubleshooting procedures- Develop and maintain expert knowledge on vbro products- Be the customer's primary point of contact through resolution and delight the customer throughout the process

Using product and service knowledge to answer customer questions.Documenting every interaction between customers and support team.KPI follow-ups (quality, term and objectives).

Contact and looking for the new clientsNegotiations of new contracts with providersIn charge.of the workers schedulling

Manage the network of professionals in charge of repairs.Build and maintain the performance of the network of partners.Documenting every interaction between customers and support teamCrafting and presenting weekly customer care reports to management