• Serve as the internal resident expert on tooling standards and platforms used by the customer support team and BPO managed call center • Perform hands-on technical tasks for the customer support tech stack which includes Zendesk, TalkDesk, Lessonly, Chargedesk and other internal tools. • Assume ownership of administration, configuration and optimization of call center agent facing tools. • Maintain ticketing and reporting workflows to support internal and external customer support and operations teams. • Configure automations, triggers, macros, routing rules, IVR and user roles across call center tools. • Develop and implement new features and troubleshoot issues across customer support tools. • Develop and implement agent provisioning/deprovisioning processes and best practices. • Manage end to end onboarding/offboarding of customer support agents. • Provision/deprovision system access, licenses, permissions and ensure role based access controls are set up to remain compliant with security policies. • Unlock new features, technologies and capabilities to enhance customer service experience and drive efficiency. • Translate customer support strategy and requirements into solution blueprint • Troubleshoot and perform root cause analysis for issues and recommend strategic improvements that align with our customer support strategies. • Proactively identify data discrepancies and conduct root cause analysis to resolve data issues. • Provide technical guidance and troubleshooting support to BPO administrators and supervisors. • Collaborate with customer support, product, engineering and help desk teams to determine scalable solutions and streamline processes. • Follow the quality assurance process to ensure that new features and flows are implemented in an error free manner and that the user experience is optimal. • Lead intake, prioritization process, gather requirements, and tackle challenges collaboratively with stakeholders for seamless solutions. • Contribute to the customer support technology roadmap. • Develop technical expertise in broader Customer Marketing Experience tools used by the team. • Partner closely with multiple teams and leaders, including PA, CRM, Product, Engineering, and BPO vendors to implement and maintain customer support tools that enable high-quality, scalable support experiences.