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Head Of Support

hace 3 meses

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Grupo Aire es un grupo de empresas de telecomunicaciones en plena fase de crecimiento, con sede central en la provincia de Alicante y presencia en todo el territorio español y portugués.

Somos el operador mayorista de telecomunicaciones con más presencia en España. Ofrecemos soluciones de conectividad, telefonía fija y móvil, datacenters, contenido audiovisual y cloud. Estamos en búsqueda de un/a Head Of Suport Desarrollar e implementar una estrategia de soporte acorde a los objetivos de la compañíaLiderar y gestionar el área de soporte a través de team, generando una estrategia de trabajo que haga eficiente la asignación de recursos y la capacidad de esfuerzo de cara al usuario Desarrollar, implementar y mejorar procesos de soporte, así como generar una cultura de documentación escalable y eficiente Colaborar con áreas de negocio estructurando la información centralizada y única necesaria para una comunicación con y sobre el cliente eficiente Desarrollar una estrategia para la selección e implantación de una herramienta de ticketing centralizada para Grupo, así como integración escalada de los diferentes equipos en dicha herramienta Colaborar estrechamente con áreas de delivery e ingeniería para la mejora continua de procesos a través del análisis de información de los trabajos programados, las entregas de servicio y el soporte Participar en la definición de la estrategia para definir una matriz de escalados y responsabilidades con SLAs a través de los distintos equipos de trabajo Capacidad de generar una estrategia de reporting de datos y analítica para trabajar en la mejora continua de procesosLiderar a los equipos de soporte para el trabajo del día a día de soporteCrear y mantener una cultura de soporte centralizada hacia el cliente, haciendo partícipe a los diferentes equipos de tecnología de la compañía
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