Expert Support Process Supervisor Needed

I hold full ownership and supervision over our internal support process, ensuring that all support tickets are handled efficiently, accurately, and within defined service levels. My primary responsibilities include:
• Ticket Oversight: I continuously monitor all internal support tickets to ensure they are assigned to the correct team, remain in the appropriate status, and are addressed within defined SLAs. This involves proactive ticket reviews at least twice daily.
• Customer Communication: I maintain clear, timely, and professional communication with both issue reporters and affected users, keeping them informed throughout the troubleshooting process.
• Quality Control: Before escalating any ticket to L3/L4 support, I verify that all essential troubleshooting details are complete—covering who/what/when/how, reproduction steps, system logs, and interaction IDs.
• Coordination & Escalation: For critical issues (P1/P2), I coordinate with external L3/L4 support partners, organizing live troubleshooting sessions (e.g., via MS Teams with screen sharing) and ensuring alignment across stakeholders.
• Resolution & Validation: I clearly communicate findings and resolution steps back to the issue reporter, ensure they are accepted, and verify the effectiveness of the solution post-implementation.
• Reporting & Analysis: I regularly produce data reports, especially focusing on root cause categorization, and help drive continuous improvement in support processes.
• Documentation & Knowledge Management: I maintain and update internal documentation including knowledge bases, system configuration references, and support entry-points, ensuring all team members and stakeholders have access to accurate, up-to-date information.
• Training & Onboarding: I provide training to new issue reporters and change requesters, and deliver user-focused sessions for agents, supervisors, and reporting users.
• Advanced Support Tasks: I execute both simple and advanced configuration changes in systems such as Genesys Cloud and telecom portals, create and present custom operational reports, and handle audio editing tasks for voice prompt updates.
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Key Skills & Tools:
• Excellent verbal and written English communication
• Customer-first mindset with a proactive, analytical, and detail-oriented approach
• Proficient in MS Excel, Word, Outlook, Teams,
• Advanced troubleshooting in data networking, IP telephonyand web infrastructure
• Hands-on experience with ServiceNow (or similar ITSM tools), and reporting dashboards