3rd Line Support

The 3rd Line Support within the Product Operations team will be responsible for managing and maintaining Level 3 Support from the Product department, bug management and communication, SQL and development task prioritization, KBAs and documentation, and liaising with key members of the Operations and Commercial departments.

This role is crucial for increasing the speed to resolution for customers, optimizing processes, and enhancing cross-functional collaboration.

The Product Ops team has a passion for problem-solving, identifying product weaknesses before customers and competitors do. The 3rd Line Support will be identifying and implementing operational and product departmental efficiencies through product development or new/refined processes, and improving the overall product based on customer needs.

The 3rd Line Support takes responsibility for relaying insights back to the Product Management team for areas where improvements can be made.

Responsibilities

The 3rd Line Support at Conferma is responsible for:

Service Desk Ticket Optimisation

1. Providing technology support on behalf of product teams to maximize service requests that can be handled by the service desk or experienced colleagues.
2. Identifying training requirements and needs of the Service Desk and facilitating that training.
3. Documenting processes and functionality, working with the Technical Writing team where appropriate.
4. Improving the customer experience by removing the need for service requests, driving ticket deflection as a service initiative.

Complex Cases & Defect Management

1. Routing of priority or complex requests to the appropriate person.
2. Prioritization of tickets by customer and/or urgency so that they can be addressed by the wider product teams in the most appropriate order, escalating where required.
3. Triaging and experimenting with cases escalated from the L2 Service Desk team to the Product Department.
4. Working with the wider Product department to get swift answers to service-related questions or identifying defects in a timely manner.
5. Logging of defects with the appropriate level of prioritization with full detail, replication steps, and appropriate evidence.
6. Keeping the customer feedback loop informed of updates and expected timelines to resolution.

Product Operations

1. Streamlining or automating routine tasks to help the product and operations teams use their time more efficiently.
2. Identifying issues, proposing innovative solutions, and driving continuous improvement.
3. Analyzing and identifying trends to make data-driven decisions, with a view for product enhancement.
4. Ensuring key customer experience considerations and recommendations are passed back to Product Management.
5. Liaising with the Customer Success and the Sales/Commercial teams.

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