Calabarzon, Philippines
● Allocate resources, assign, adjust and monitor schedules ensuring apt coverage ● Hire, train, develop and mentor team members who will consistently deliver a delightful customer experience to Workato Customers and Partners ● Complete quarterly/annual reviews encouraging professional development for every member of the team ● Collaborate with management to establish Key Performance Indicators (KPIs) and individual Objectives and Key Results (OKRs) to ensure the team is performing at optimal levels ● Partner with the Enablement team in documenting solutions to customer issues, contribute to the knowledge base, and cross-train other team members to build up functional and technical expertise for our supported applications ● Collaborate with management to improve and customize quantitative and qualitative analytical reports that provide insights into success and areas for improvements ● Develop and maintain key dashboards to be used by the Product Support team in tracking customer management indicators (e.g. volume, MTTR, CSAT) ● Analyze metrics, identify areas of improvement, develop and execute process improvement projects ● Develop strong relationships with cross-functional teams (e.g. SCs, ACs, CSMs, CCE, and Product) to deliver on customers’ needs, as well as follow up to ensure the permanent fix is prioritized, planned, and delivered ● Coordinate and monitor escalation requests and prompt resolution of major service issues ● Communicating and providing status updates on issues to business users, management team, and other stakeholders
● Assist with chat volume and Level 2 support tickets as business dictates. ● Ensuring Customer issues are reported, tracked, followed up, and escalated timely ● Weekly review of support tickets and chats ensuring accurate and detailed information is included providing accurate team metrics ● Conduct daily and weekly team meetings encouraging team members to share ideas or communicate priority Customer issues ● Identify improvement opportunities for the team. Completes projects, as needed, ensuring an optimal Customer Experience ● Provide detailed feedback on the performance of team members to management for quarterly and annual evaluations and reward purposes ● Delegate Product Support duties to team members to ensure efficient and effective division of labor ● Working with team members to develop and complete their quarterly MBOs that enhance their professional skills and the overall efficiency of the Product Support Team
● Assist with chat volume and Level 2 support tickets as business dictates ● Ensuring Customer issues are reported, tracked, followed up, and escalated timely ● Weekly review of support tickets and chats ensuring accurate and detailed information is included providing accurate team metrics ● Conduct daily and weekly team meetings encouraging team members to share ideas or communicate priority Customer issues ● Identify improvement opportunities for the team ● Completes projects, as needed, ensuring an optimal Customer Experience ● Provide detailed feedback on the performance of team members to management for quarterly and annual evaluations and reward purposes ● Delegate Product Support duties to team members to ensure efficient and effective division of labor ● Working with team members to develop and complete their quarterly MBOs that enhance their professional skills and the overall efficiency of the Product Support Team
• Incident Response – Handles cyber security issues that will meet client’s SLA. • Change Implementation – Facilitate the implementation of the major changes on the client’s environment that are necessary to improve security and for incident resolution. • Antivirus Management – Monitor alerts through client’s AV console. Provide remediation to different resolver groups. Ensure that our client is compliant to its AV software definitions. Coordinate with the vendor for new issues encountered. • Security Access Management – Provide level II support for access management issues (OKTA). Logs analysis through the logs generated by OKTA. Handles brute force attacks. Provision, update and delete accounts in OKTA. • Policy and Compliance – Run policy and compliance scans (Qualys). Provide remediation to different resolver groups. Generate compliance report that will be submitted to the client. • Vulnerability Management – Run vulnerability scans (OpenVAS) on our client’s machines. Provide remediation to different resolver group. Generate report and analyze vulnerability trend to be submitted to the client.
Handles cybersecurity issues that will meet client's SLA ● Facilitate the implementation of the major changes on the client's environment that are necessary to improve security and for incident resolution ● Monitor alerts through client's AV console ● Provide remediation to different resolver groups ● Ensure that our client is compliant to its AV software definitions ● Coordinate with the vendor for new issues encountered ● Provide level II support for access management issues (OKTA) ● Logs analysis through the logs generated by OKTA ● Handles brute force attacks ● Provision, update and delete accounts in OKTA ● Run vulnerability scans (OpenVAS) on our client's machines ● Provide remediation to different resolver groups ● Generate reports and analyze vulnerability trends ● Run policy and compliance scans (Qualys) ● Provide remediation to different resolver groups ● Generate compliance reports that will be presented to the client
• Provide Technical Resolution – Identify the main issue on our customer’s machine (desktop or laptop) by proper probing questions. Ensure that proper remediation is applied to the machine. Process dispatch of parts/labor/back to depot. • Ensure Customer Satisfaction – Proper ticket management by meeting the SLA of sending follow up to customers. We must ensure that our customers are given the best support despite the downtime they are experiencing with their machines.
● Hardware Troubleshooting - Identify the main issue on our customer's machine (desktop or laptop) by proper probing questions ● Ensure that proper remediation is applied to the machine ● Process dispatch of parts/labor/back to depot ● Ensure Customer Satisfaction ● Proper ticket management by meeting the SLA of sending follow up to customers ● We must ensure that our customers are given the best support despite the downtime they are experiencing with their machines
Intern Finished 2 projects for TIP in a span of my 500 hours OJT. My task includes documentation, system requirements specification, coding.