Join Sri Lanka’s Great Place to Work Awarded organization, Tech One Lanka!
We are an organization that celebrates the diversity of our teams, where everyone can be themselves and are empowered to do their best work. Our purpose is to build an empowered community with empathy and a growth mindset to build innovative solutions to achieve remarkable results. We foster a safe space for everyone to learn, grow, and have fun. This is why our people can’t believe that their work here is actually a job. That’s because innovation is at the heart of everything we do. Every day our people get to imagine new possibilities, take magnificent risks, fail spectacularly, and succeed in spaces no one has dared to venture into before.
What’s in it for you:
Here at Tech One, you’ll have the opportunity to make an impact by contributing to our global projects and working with diverse talented individuals across our offices. We promote an always-learning culture and provide our people with vast opportunities for growth. Got any suggestions to make Tech One an even better place to work at? We have a team who listens; share your thoughts and contribute to the changes. Got the skills and right qualities to be part of our awesome team? Competitive remuneration awaits you!
The role in a nutshell:
As our Customer Success Executive, you must love managing IT systems and service-related challenges raised by our customers. Guiding the team to solve issues and preventing them from re-occurring and contributing to strategizing the processes and support offerings that we have for our customers. Aside from enjoying providing solutions, you will work with our customers with a deep customer-centric mindset. You are restless – you can’t leave these concerns/challenges left undone.
What you will do in this role:
- You will work closely with the engineering team and leads to coordinate, prioritize, and maintain optimal service execution to goals and expectations of client-specific key performance indicators.
- You will ensure that goals and objectives for the customer stakeholders are met and holds team accountable in optimal delivery.
- You will deliver coaching and feedback in the moment, conducts 1:1, coaching, delivery performance review with individual team members
- You will delegate tasks and responsibilities based upon individual strengths to achieve maximum efficiency.
- You will ensure compliance with all service and acts as the escalation point.
- You will create and implement training for new processes and initiatives.
- You will make decision in a timely manner, sometimes under tight deadlines and pressure.
- You will report and have regular communication with Managers and provides weekly report of team performance.
- You will have constant engagements with customers to ensure success is delivered as par with the offerings.
- You will contribute to developments of Support as a service process and offering.
- You will be the point of escalation for tier-1 concerns and issues.
- You will support in the documentation of internal procedures.
- You will report and resolve significant and recurring issues.
- You will collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease troubleshooting.
- You will support Tech One’s continuous improvement by identifying avenues for improvement.
Qualifications & Experience:
- Bachelor’s Degree in IT.
- ITIL or any Service Management related certification along with experience in the same role or ITSD team will be an advantage.
How to get in touch with us:
Address: Tech One Global Lanka (Pvt) Ltd, No:185/4, Havelock Road, Colombo 05
E-mail your CV to hr@techoneglobal.com along with the contact details of two non-related referees