Responsibilities
- Monitor support tickets within the DFM system
- Coordinate the escalation of tickets in DFM as needed
- Evaluate the quality of ticket resolutions
- Identify and apply improvements to resolution processes
- Engage in ongoing training to remain updated on new product releases
- Guide the onboarding process for incoming SMEs
- Deliver training sessions for ambassador roles
- Conduct technical screenings for prospective SMEs based on specialty
