Purpose of Role:

To manage operational deliverables and quality ticket handling for CSD (Customer Support Desk) with an objective to resolve escalations and provide guidance on end-to-end resolution for queries received through OSvC and over phone related to AP and TP. Align and contribute to overall team goals with regards to process and quality improvement initiatives.

Key Strengths:

• Must be a self-starter and able to work independently. Should have high energy and be proactive in identifying issues, finding root cause, and implementing a solution. Should be a team player and work with different process managers to ensure that CSD is well informed about process changes and opportunities for improvement. The candidate needs to be proactive and willing to bring in new ideas to enhance process efficiency.

• Soft Skills English & Spanish

• Excellent verbal and written communication skills, ability to listen and understand the needs of the customer are essential qualities for this position. Additionally, the candidate should be able to handle escalations and resolve conflicts in a professional and productive manner.

• Training skills

• Should be able to stay current with process changes and provide training to the team members.

• Proficiency in Excel, Word, and Power point

• Career Level

• IC1