Technical Escalation Lead

2 weeks ago

Petaling Jaya, Malaysia StoreHub Full time

Are you driven, results-oriented and a team player?

With 15,000 customers in over 15 countries, StoreHub's mission is to make business awesome for everyone by providing retail and restaurant businesses the technology and services they need to succeed.

At StoreHub, we believe that technology is essential for businesses to survive and thrive in today's fast-changing world. We also believe that equal access to technology is a fundamental right. That's why we’re committed to bridging this gap and making technology accessible to all, regardless of their background. By focusing on serving needs, not just profit, we level the playing field for those who have been marginalized. Our customers trust us with the success of their businesses, and we play to win by enabling everyone to build successful businesses.

At StoreHub we model ourselves on a pro-sports team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.

On a team like this, you learn the most, perform your best work, improve the fastest, and feel most fulfilled professionally.

If this is a journey you’d like to embark on, keep reading

**What you will do**:
**Team Management**:

- Overseeing Technical Escalation Specialist, including monitoring and reporting metrics such as productivity, response rate, and any metric that affects the service quality.
- Drive the operational plan, oversees day-to-day operation activities such as manpower deployment and contingency management.
- Mentor and coach team members on problem-solving techniques, best practices, and effective communication.

**Collaboration**:

- Work closely with Product Development, Quality Assurance, and other relevant teams to communicate technical issues, drive improvements, and facilitate knowledge transfer.
- Act as the focal point for technical escalations, collaborating with relevant teams, departments, and stakeholders to ensure prompt and effective issue resolution.
- Collaborate with the Success team to ensure a seamless transition from escalation to regular support, fostering a cohesive and holistic approach to customer engagement.

**Customer Advocacy**:

- Advocate for the customer's needs and ensure their concerns are addressed in a timely and effective manner, maintaining a strong focus on customer.
- Take ownership of customer issues and work tirelessly to ensure they are resolved to the customer's satisfaction. Collaborate with internal teams and stakeholders to remove roadblocks and expedite resolutions.

**Technical Knowledge**:

- Diagnose and troubleshoot technical issues, including POS hardware and software.
- Prioritize and triage escalated issues based on their urgency, impact, and severity.
- Recommend enhancements to improve systems performance.
- Identify trends and patterns in escalated issues to help implement proactive measures, process improvements, and system enhancements.
- Participate in post-incident reviews to identify areas of improvement and prevent future escalations.

**; Requirements: - How you will need to be**:

- Demonstrate a passion to serve by delivering an outstanding service in every interaction with our merchants and consumers.
- Strong interpersonal, communication, verbal and written skills.
- Demonstrate personal excellence and growth mindset.
- Have the ability and resilience to work in a fast paced and dynamic environment.
- Able to work in a virtual environment.
- Proactive in identifying gaps within internal processes and able to collaborate with internal teams to resolve it.
- Proven ability to work under pressure and independently with mínimal supervision.
- Preferably to have POS knowledge or background troubleshooting POS related hardware and software.
- Possess knowledge of IoE/IoT, managing Mikrotik product.

**BENEFITS**:
**What makes working at StoreHub awesome (and refreshing)**:

- Our people - for real Hubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.
- Culture of Candour. We embrace directness, hate bureaucracy, and move fast. If you’re tired of ‘corporate nonsense’ you’ll feel right at home.
- Cutting edge tools. If something can be automated, we’ll make it happen. You will be introduced to over 20 different tools we use that support basic tasks, so that we can focus our minds on the kind of work that matters.
- Data availability. The biggest benefit of using a lot of tools is that we have a LOT of data and easy access to analytics. This helps us make more informed decisions and get more precise outcomes.
- It’s the Impact that counts. We recognise that results are not tied to the number of hours put in to achieve them. There’s no reward for long hours with poor results and there’s no penalty for going home on time when you’re producing excellent work. Of course, to be great, most of us have to put in considerable effort, but hard work and long hours are not how we measure or talk ab

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