Support Operations Expert

Overview:

The Support Operations Expert is responsible for overseeing the daily operations of customer support functions, including the Call Center and Level 1 (L1) Technical Support teams. This role ensures efficient handling of customer inquiries, incidents, and service requests while maintaining high levels of service quality, customer satisfaction, and operational performance. The position plays a critical role in managing team performance, ensuring SLA compliance, and driving continuous improvement across support operations.

Key Responsibilities:

Supervise day-to-day activities of the Call Center and L1 Technical Support teams.

Ensure timely and effective handling of customer inquiries, incidents, and service requests.

Monitor service queues, workload distribution, and resource allocation to optimize efficiency.

Ensure adherence to defined processes, procedures, and service standards.

Drive continuous improvement initiatives to enhance service quality and operational efficiency.

Ensure high levels of customer satisfaction through effective service delivery and issue resolution.

Act as the first point of escalation for complex or high-priority customer issues.

Ensure proper documentation, tracking, and timely resolution of incidents.

Collaborate with internal stakeholders including Operations/NOC, Engineering, and Customer Success teams.

Provide regular updates on service performance, major incidents, and operational challenges.

Support cross-functional initiatives to enhance customer experience and service delivery.

Prepare and present operational reports, including KPIs, SLAs, incident trends, and performance insights.

Monitor compliance with internal policies, procedures, and quality standards.

Ensure accurate documentation and maintenance of support records and knowledge base materials.

Qualifications:

Education:

Bachelor's Degree in Information Technology, Computer Science, Business Administration, or a related field.

Relevant certifications in IT Service Management (e.g., ITIL) or Customer Support/Call Center operations are preferred.

Experience:

8-12 years of experience in customer support, service desk, or call center operations.

Proven experience working in SLA-driven environments with exposure to incident and escalation management.

Experience in industries such as telecommunications, technology, or managed services is preferred.

Skills & Competencies:

Strong customer service orientation with a focus on delivering high-quality support.

Solid understanding of service operations, incident management, and support workflows.

Familiarity with ticketing systems, CRM platforms, and call center technologies.

Business Unit Digital Connectivity Function Location

Customer Success & Planning Dhahran