High Salary Technical Director
5 days ago
The primary objective of this role is to ensure the daily performance of Production Specialists by addressing technical escalations and developing their capabilities.
Key Responsibilities:
- Review and support process by analyzing daily transactions on performance parameters.
- Analyze the team's performance dashboard and scores.
- Provide technical support and process guidance to improve performance parameters.
- Document, track, and record all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions.
- Ensure standard processes and procedures are followed to resolve client queries efficiently.
- Resolve client queries as per SLAs defined in the contract.
- Develop an understanding of the process and product for team members to facilitate better client interaction and troubleshooting.
- Document and analyze call logs to identify recurring trends and prevent future problems.
- Identify red flags and escalate serious client issues to Team leaders in cases of untimely resolution.
- Guarantee that all product information and disclosures are provided to clients before and after the call or email requests.
- Avoid legal challenges by monitoring compliance with service agreements.
Requirements:
- 5-8 years of experience in Oracle Application Express.
- Strong technical skills and ability to troubleshoot complex technical issues.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and prioritize tasks effectively.
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