- Serve as a primary point of contact for store-related technical support, assisting both external customers and internal stakeholders.
- Partner with IT Engineering and cross-functional teams to troubleshoot, diagnose, and resolve issues impacting customer store deployments.
- Develop and maintain SQL queries and automation scripts to streamline processes, improve team productivity, and SLA adherence
- Manage and track support requests using service desk management tools, ensuring timely resolution and accurate documentation.
- Utilize Field Service Management tools to coordinate field dispatches and maintenance activities, minimizing customer impact.
- Collaborate with vendors and hardware partners to coordinate and streamline maintenance dispatches and technical store visits.
- Identify trends and recurring issues through data analysis to develop proactive solutions and process improvements.
- Write and maintain reports and procedural documentation.
- Drive root cause analysis and ensure effective issue escalation and follow-up.
- Maintain strong communication with customers, providing clear explanations of technical issues in accessible, non-technical terms.
- Contribute to a culture of continuous improvement within Customer Operations and Store Support processes.
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