Transaction Management and Monitoring

KeyResponsibilities: NIGHT SHIFT ROLE

1.TeamLeadership:LeadandmentorateamofEDI/B2Bsupportspecialists,

providingguidance,coaching,andperformancefeedbacktoensureteam

effectivenessandindividualgrowth.

2.CustomerSupportManagement:Overseetheday-to-dayoperationsofthe

supportteam,includingticketmanagement,escalationhandling,and

resolutiontracking,tomeetservicelevelagreements(SLAs)andcustomer

expectations.

3.CustomerRelationshipManagement:Buildstrongrelationshipswithkey

customers,understandingtheirbusinessneeds,challenges,andobjectivesto

deliverpersonalizedsupportanddrivecustomersuccess.

4.TechnicalExpertise:Maintainadeepunderstandingofourcloudplatform

anditsfunctionality,servingasasubjectmatterexperttoassistwithcomplex

technicalissuesandtroubleshooting.

5.IssueResolution:Collaboratewithcross-functionalteamstoidentifyand

resolvecustomerissuespromptly,ensuringminimaldisruptiontobusiness

operations.

6.ProcessImprovement:Continuouslyassessandoptimizesupport

processes,tools,andworkflowstoenhanceefficiency,scalability,and

customersatisfaction.Implementbestpracticesandstandardsforsupport

operations.

7.PerformanceMonitoringandReporting:Trackandanalyzesupportmetrics

andKPIs,suchasresponsetimes,resolutionrates,andcustomerfeedback,

tomeasureperformance,identifytrends,anddriveimprovements.

8.TrainingandDevelopment:Developanddelivertrainingprogramsfor

supportteammemberstoenhancetheirtechnicalskills,productknowledge,

andcustomerservicecapabilities.Fosteracultureofcontinuouslearningand

professionaldevelopment.

Qualifications:

.Bachelor degreeincomputerscience,informationtechnology,business

administration,orarelatedfield.

.ProvenexperienceinaleadershiprolewithinaEDI/B2BSaaScloudsupport

environment.

.StrongtechnicalbackgroundwithexpertiseinEDImappingandbusiness

processorchestration,communicationprotocolslikeAS2,SFTPetc.

.Excellentcommunication,interpersonal,andcustomerserviceskills.

.Demonstratedabilitytoleadandmotivateteams,driveresults,andfostera

collaborativeandinclusiveworkenvironment.

.Analyticalmindsetwiththeabilitytoanalysedata,identifytrends,andmake

data-drivendecisions.

.Experiencewithsupportticketingsystemsothersupporttools.

.Strongproblem-solvingskillsandattentiontodetail.

.Customer-focusedmindsetwithapassionfordeliveringexceptionalservice

andbuildinglong-termcustomerrelationships.