Collaborate with agents on deep-dive knowledge in preparation work for effective cadence meetings
- Hands-on with L1 escalations and resolve challenges before any official management escalations. Daily involvement in support to agent and Seller on all relevant discussions and meetings
- Providing accessibility and agility to cross-support regional POD teams on prioritized / urgent cases
- Supporting Service Delivery Leads on meetings with Sales Leads on feedback and issues as needed
- Exception handling: Manages exceptions that are needed to process a deal that does not follow the standard processing rules.
- Deal prioritization: Reviews prioritization requests from MS and works with operations to prioritize the cases and follow through providing regular updates to the requestor.
- Deal consulting: Works with MS business support teams to review critical deals and identify the exceptions required to process the deal and the level of approvals needed
- Escalation support: Manages cases that have been escalated and provide resolution working along with operations.
- Identify potential opportunities for process & policy enhancement to improve efficiency and experience.
- Support for Complex scenario discussions requested from Seller, Service Delivery Lead, Team Lead, and Agent if deemed required
