Surge Support

The Surge Support facilitates customer support queue health. This person is the captain of the queue. They are the traffic controller of inquiries.

-Work off hours during nights and weekends, or cover overflow during business hours.
-Update support on major or blocker issues.
-Send all hands or surge alerts when we are trending towards SLA breaches.
-Ensure all questions are recorded into Trainual for future support development.
-Set up bots, auto-responses, templates, or rules for major queue traffic.
-Manage mass action cases relating to blocker/major issues.
-Support team members between queues by SLA breaches.
-Identify and report high impacting support queue trends across channels.

Qualifications:
-Strong ability to execute
-Exceptional organizational skills and impeccable attention to detail
-High degree of professionalism in dealing with diverse groups of people
-Capable of multi-tasking and coordinating several projects at once
-Willingness to work independently with minimal supervision
-Continually work to improve and optimize business processes
-Excellent writing and communication skills
-Maintain a high level of integrity and discretion in handling confidential information

Please include the phrase "SS-PH" in your subject line.