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Support Process Optimization Expert

2 weeks ago


Cebu City, Central Visayas, Philippines Dynamix Full time

Job Responsibilities

We are looking for a Support Process Optimization Expert to join our team at Dynamix. As a key member of our support department, you will be responsible for managing and overseeing the escalation process for any support issue, ensuring timely resolution and providing guidance to teams.

Key Responsibilities

  • Evaluate complex incidents and develop effective solutions to resolve issues efficiently.
  • Collaborate with internal teams, including SD, FLS, and NOC Teams, to address challenging issues and share expertise for continuous improvement.
  • Conduct thorough analysis of escalated incidents, identifying root causes, roadblocks, and proposing preventative measures to enhance overall service desk efficiency.
  • Maintain clear communication channels with both internal teams and customer POC, ensuring transparency and managing expectations during the escalation process.
  • Drive customer-facing meetings or interactions as required for resolution on escalated/aging issues.

About Us

Dynamix is a fast-growing scale-up with a diverse and international team across 3 continents. We provide innovative full-stack technology services and communication solutions that help companies achieve their goals. Our global presence spans across multiple countries, and we have successfully provided our services in over 55 countries.