Support Delivery Specialist - Remote

Support Delivery Specialist

The Support Delivery Specialist will be responsible for incorporating proficiency and excellence to the customer support service delivery experience thereby building trust and credibility with each franchise brand. The candidate will work collaboratively across internal and external support and service teams, effectively addressing key challenges and implementing viable solutions as well as quality standards into the support delivery process that will enable a world class customer service experience.

Core Responsibilities:

Build strong and effective relationships with internal/external customers experiencing service dissatisfaction in the support process

Proactively oversee proper handling of tickets and adherence to OLAs by L2/L3 resolver groups with an aim to drive backlog reduction and improve quality standards

Effectively collaborate on resolutions and coordinate ticket escalation processes for high level customer escalations with Level 1 CompuCom as well as Levels 2 and 3 Support Teams across RFG

Act as escalation point of contact for Brand service teams to determine best course of action in the support delivery process and bring resolution to tickets requiring resources across multiple teams

Partner with Level 2 CompuCom as a support resource to understand how incidents should be properly assigned as well as to address technical concerns with knowledge articles

Assist Level 1 CompuCom with technical questions as well as obtaining resolutions with 3rd party vendors

Identify bottlenecks in resolution processes and devise proposed solutions

Collect and analyze customer and stakeholder feedback, and prepare reports to identify ticket behavior trends

Collaborate with leadership regarding escalation trends to ensure that processes are streamlined and standardized across RFG resolver groups to create a uniformed customer experience

Partner with Brand Support Partners to address issues with the quality and routing of tickets in an effort to drive process improvement between L1 and L2/L3 resolver groups

Interact with core engineering teams to gain an understanding of platform nuances

Share best practices and documented processes across resolver groups

Develop a strong working knowledge of who the L2/L3 teams are across RFG and the platforms they support to serve as a subject matter expert in properly addressing time-sensitive, escalated issues

Skills and Experience Required:

5 years minimum experience in Customer Support/Success, Account Management, or similar roles

Solid understanding of applications, systems, initiatives and resources used in managing issue resolution

Experience with bug-tracking/issue management systems - HEAT/JIRA/ServiceNow recommended

Technical experience with a wide range of software applications (Teams, Zoom, Webex, MS Office, variety of web browsers, iOS and Android platforms, etc.)

Ability to understand the dynamics of software platforms and underlying issues, and communicate with Software Engineers

Strong interpersonal and team-oriented capabilities with demonstrated ability in Relationship Management

Exceptional communication and follow-up skills both verbally and written

High responsiveness and strong attention to detail

Highly organized, flexible and possess the ability to multi-task to keep the workflow moving through the resolution process effectively

Ability to plan, organize, and prioritize own work routine to meet established schedules and deadlines

Willingness and ability to learn quickly; self-motivated and self-directed

Process-oriented discipline towards issue resolution and management

Strong analytical and problem-solving skills

Project Management certification a plus

Knowledge of real estate operations and practices a plus

Education:

Associate/Bachelor’s degree in Information Technology, Computer Science, Business or equivalent

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