Act as the Global system administrator (SME) for Freshdesk configuration for all customers, (existing & new) ensuring that First Time Right principles are delivered
Act as Global configuration & implementation resource for new customers & internal teams, generating solutions that meet customer requirements within the capabilities of the Query Management Tools
Manage Power BI reporting & insights generation for Query Management activity
Develop and own continual review of documentation related to Query Management systems eg User Guides, Training material, QMS documentation etc
Act as Global master trainer for Query Management action on a Train the Trainer approach
Own and drive improvements in Global standards for query management across teams enhancing customer experience and driving continuous improvement activities
Drive best practice optimization and automation activities related to Freshdesk improving agent efficiency & automation driving standardisation & common understanding on all aspects of the Query Management process
Act as global master trainer on a train the trainer approach
Engage with new business opportunities providing input, guidance and support to New Business Teams for Query Management related solutions
Provide feedback and input for Vendor Management of system providers eg Freshdesk
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