Position: Operational Support Coordinator
Company: ABCloudZ
Category: Support
Experience required: 2y
English level: upper

Responsibilities:
- Lead the Operational Support team
- Provide daily customer support and ensure a high customer satisfaction level
- Monitor and control daily team activities
- Ensure efficiency of processes in place and work on processes improvements, monitor risks, coach staff
- Define support processes, escalation flow calls processing algorithms
- Review contracts and SLA conditions, confirm commitments
- Prepare people requirements descriptions, work with recruiters, interview candidates. Manage risks related to people
- Prepare operation schedule for teams, vacation plan
- Communicate with other company’s offices — EMEA, US
- Troubleshoot problems that come up during project execution
- Follow company’s processes and report to the top management