CS Technical Operations Officer

Join our team at BrainRocket Company! This is on-site position only.

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✅ Main Responsibilities:

• Ensure System Stability: Oversee the technical functionality of CS tools, including ticketing systems, live chat platforms, and email software, ensuring uninterrupted operations.


• Implement New Technologies: Research, test, and deploy tools to improve customer support workflows and agent efficiency.


• Optimize System Performance: Collaborate with the rest departments to monitor and resolve technical issues related to customer support platforms.


• Integrate Solutions: Implement and maintain integrations between CRM systems, ticketing software, and analytics platforms.


• Data Reporting: Design and generate detailed performance reports using advanced tools such as Excel, SQL, or BI platforms.


• Analyze Trends: Utilize customer support data to identify operational bottlenecks and recommend improvements.


• Quality Assurance Support: Provide technical guidance to QA teams to enhance monitoring and reporting capabilities.


• Training: Train CS management teams on best practices and the effective use of CS tools.


• Compliance and Security: Ensure all CS systems adhere to industry standards and data protection regulations.


• Troubleshooting: Act as the main point of contact for escalated technical issues within the CS department.


• Collaboration: Work closely with the CS Team Leaders, QA team, and Heads of Support to align technical operations with business goals.


• Process Documentation: Develop and maintain technical documentation for all customer support systems and processes.

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✅ Why join us? We offer:

• Working in dynamic European company.


• Decent Remuneration.


• Flexible work hours.


• Ability of career and professional growth within the company.


• Corporate events, team buildings.


• International team.