- Overseeing the day-to-day work of the Senior/Customer Experience Agents - Collaborating with the Senior CXM and Dir. CX on establishing the policies, procedures, and metrics for the Support Team - Coaching team on managing risks during client interactions, applying our support methodology and adhering to our SLA expectations - Delivery of internal and external support training programs - Ensuring the teams’ adherence to the SLA and other support metrics - Training, and ongoing performance management - Identify process and training gaps for the team - Working with staff to identify growth opportunities - Monitoring staff utilisation, OKR achievement and ensuring Zendesk data is complete- Being a product expert who influences it and strategic direction across AlayaCare’s suite of products - Liaising with the Client Success, Product, QA and Engineering Team throughout the support process (from customer handover to ticket prioritisation) - Providing recommendations within the CE team, and across departments to improve our customers’ experience and overall health. - Acting as an escalation point for customer queries

- Provide Level 2 Software support services to clients in Australia, New Zealand, South East Asia, and the Middle East via Zendesk and Jira. - Solving problems and liaising with internal stakeholders (e.g. Dev, Technical Services, Product) to resolve issues in accordance with SLAs.- Creating knowledge base articles to document common issues/queries and/or processes in Confluence.- Keeping up to date with product functionality changes, release notes, and upcoming maintenance.

• Provide quality customer service by helping to locate the product and provide additional information • Generate daily sales report to analyze performance and conduct price verification to keep prices up to date• Manage stocks to control product data and display standard• Online order replenishment. • Incident management and reporting

• Academic placement for ACS Professional Year • Provide technical support and troubleshooting for HS Creations' staff via telephone, email, and web conferencing. Minor issues like Password reset and policy enforcing. • Proactively stay up to date with all the latest technologies concerning the company and the underlying technologies.• Research and troubleshoot user's problems and inquiries.• Update and work assigned cases in a timely manner.• Maintain strong customer rapport and excellent, timely communication• Contribute to documentation to build company's knowledge base.

• Deploy systems and applications with team members for various organizations such as the Department of Justice and OPSM to maintain effective business processes and keep data and infrastructure secure• Prepare training materials then conduct training for efficient use of business applications• Windows troubleshooting and basic Level 1 support responsibilities.

• Built relationship with prospective customers by providing on time reliable service • Communicated project status to the stakeholders during daily status reports• Managed team workload, inventory and payroll by coordinating with technicians and accountant respectively

• Reported daily activities to Project Manager during Climate Change exhibition • Documented event activities including presentation and meeting minutes, photographs, speakers and attendees for information management• Facilitated meetings and seminars by managing communication between stakeholders

- Contacted Universities in different countries to build the relationship for student intake.- Helped create packages for abroad studies process and ran the campaign in the region.