Duties and Responsibilities

Subject Matter Expertise:

• Serve as the expert for all workflows, tools, and operational practices within the assigned Line of Business.
• Maintain a deep understanding of product and process knowledge to provide guidance and support to internal teams.

Cross-functional Collaboration:

• Work directly with onshore teams to align on process changes, updates, and improvements.
• Serve as the communication bridge between support teams and business units to ensure process integrity and compliance.

Process Improvement & Data Analysis:

• Analyze operational data and support metrics to identify trends, inefficiencies, and opportunities for improvement.
• Develop and propose enhancements to tools, workflows, and procedures that improve overall support performance and member satisfaction.

Training & Enablement:

• Support the onboarding and continuous training of agents by delivering subject-matter expertise and process clarity.
• Act as a knowledge resource for escalated or complex issues requiring LOB-specific insight.

Point of Escalation:

• Provide Tier 3 escalation support across proprietary and retail software systems (Windows, Mac, Android, iOS).
• Troubleshoot mobile/desktop applications, system integrations, and software configurations.
• Manage end-user accounts across Microsoft 365 (Exchange, O365, spam filters).
• Report bugs and anomalies to internal engineering with supporting documentation.
• Track and resolve root causes using diagnostic tools and replication techniques.
• Act as an escalation point helping to manage, triage and handle international Master Franchise support requests from in-country support partners.

Process Documentation:

• Create and maintain internal knowledge bases and Tier 1-3 troubleshooting guides.
• Collaborate across cross-functional teams including Engineering, Product, and Tier 1/2 Support.
• Communicate clearly with both technical and non-technical stakeholders.
• Escalate trends, bugs, or systemic issues to leadership for proactive remediation.

Please refer to job description.