Alfie Stephens
2nd Line Support Manager
What I do at Checkit
Delivering via the team the 2 nd Line Customer Support Services as part of an integrated Checkit Customer Support offering focusing on the CAM/CWM and CAM+ products.
Measuring, monitoring and continuously improving 2 nd Line Support Services so that customer satisfaction, SLAs and internal KPIs are all met or exceeded.
Being an escalation point from team members or customers, particularly if there are complaints in line with our procedures
Reviewing performance of the 2nd Line Service, continually improving KPI and SLA statistics, ensuring everything is logged in the ticketing platform so it can be measured.
Measuring, monitoring and continuously improving 2 nd Line Support Services so that customer satisfaction, SLAs and internal KPIs are all met or exceeded.
Being an escalation point from team members or customers, particularly if there are complaints in line with our procedures
Reviewing performance of the 2nd Line Service, continually improving KPI and SLA statistics, ensuring everything is logged in the ticketing platform so it can be measured.