Technical Support Execuitve

Key Responsibilities

• Task Allocation & Planning: Ensure 100% timely allocation of daily/weekly tasks to the field team; maintain proper tracking of workload distribution for balanced productivity; optimize routes and schedules to reduce idle time and travel costs.
• Data Accuracy & Reporting: Validate and update all field task details (CMS status, Asset Mapping, etc.) before assignment; ensure zero discrepancies in backend data shared with field teams; generate and circulate daily/weekly/monthly reports with 100% accuracy.
• Field Team Coordination: Maintain smooth communication between field team, backend, and clients; ensure timely resolution of field team escalations and dependencies; track attendance, task completion, and performance of field staff.
• Quality & Compliance: Monitor adherence to client SOPs, SLAs, and compliance requirements; implement quality checks to ensure correct documentation and closure of tasks; maintain >98% compliance in backend updates before client submission.
• Issue Escalation & Resolution: Ensure escalated issues from the field are acknowledged within 1 hour and resolved within the agreed TAT; track repeat issues and provide preventive solutions; document and close all escalations with root-cause analysis.
• Productivity & Cost Efficiency: Ensure backend planning leads to >90% task completion rate by the field team; contribute to cost savings by optimizing manpower utilization and travel planning.
• Client & Internal Communication: Share timely updates with clients regarding task progress, delays, and closures; ensure proactive follow-up with field teams to avoid client escalations; maintain high client satisfaction.
• Process Improvement & Training: Identify gaps in field and backend coordination and suggest improvements; train field teams on updated processes, tools, and compliance requirements.