CUSTOMER SUCCESS CHAMPION - [YH-923]

**job role summary** responsible for identifying on the ground issues agents at the pso (partner support operations) are facing and coordinating the resolution with the customer success enablers (l2) teams promoting the continuous improvement of productivity, service quality and customer satisfaction. **purpose**: responsible for smooth running of the project as per the plan laid down for the pso **scope - job specific**: - identify the technical issue at pso and provide instant technical help (basic desktop/thin client troubleshooting of clearing up resources & session re-initiation) - provide additional knowledge of the issues to make user understand for self-resolution next time the issue is encountered - make pso agents aware of the self-help (info manager) solutions available - understand the issue faced, identify potential causes and route the issue to customer success enablers (l2) - coordinate with onshore & offshore teams (business & technical teams) from client side as per governance set on issues identified, fixes **level guide statements - general**: **main responsibilities**: 1 act as an internal point of contact for pso to help identify and resolve technical issues faced 2 cs champions are the ‘boots on the ground’ onsite with the psos to ensure instant support and faster escalations to l2 teams. will be required to work in shifts (including us hours) to provide effective support to pso 3 have general knowledge of tools, systems and platforms used by agents at pso 4 act as the bridge between pso and l2 teams to ensure faster issue identi...