Job Description
Role Purpose
Support the customer experience within your assigned journey (Technical Issues), acting as the subject matter expert (SME) and advocate for continuous improvement. Identify and scope opportunities that improve containment, automation performance, and CSAT, raising tickets to the Build Program for implementation. Ensure readiness across all changes, including KB updates, testing and stakeholder communication, to maintain a consistent and trusted end-to-end support experience.
Key Responsibilities
Support the customer experience within your assigned journey (Technical Issues), acting as the subject matter expert (SME) and advocate for continuous improvement. Identify and scope opportunities that improve containment, automation performance, and CSAT, raising tickets to the Build Program for implementation. Ensure readiness across all changes, including KB updates, testing and stakeholder communication, to maintain a consistent and trusted end-to-end support experience.
Key Responsibilities
- Journey Optimization: Map and assess your journey across all touchpoints (self-service, virtual agent, live help, community) to identify pain points, automation opportunities, and efficiency gains.
- Automation & AI Execution: Partner on the continuous refinement of automation logic and AI Led Support using performance data, Human-in-the-Loop (HITL) testing, and user insights to improve containment, accuracy...
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