Core Responsibilities:

1- Project Scoping:

• Based on customer requirements, scope the project timelines/milestones.
• Work with the development team to assess the complexity/feasibility of the project delivery.
• Define and estimate the time required to complete different phases of the project.
• Create a consensus with different stakeholders and objectively set the customer expectations.

2- Ticket Tracking:

• Create tickets in the system based on customer issues.
• Track all open tickets by the level of urgency to completion status.
• Track time in the system spent on each ticket by QA teams.
• Document RCA (Root Cause Analysis) based on the feedback of the development.
• For each ticket create a summary analysis for customers.

Preferred Technical Skills:

• Google Suite: Google Sheets, Google Docs, Google Forms – Mandatory
• Understanding of Project Management – Milestones, Deadlines and Tasks dependencies – Mandatory
• Strong communication and IT fluency. Past work with US/Canadian markets is preferred. Excellent English speaking/writing skills – Mandatory
• Expert working knowledge of web development in general, specifically WordPress/Graphics Designing – Mandatory
• Understanding of Agile/Waterfall process – Highly Preferred
• Resource utilization analysis/reporting – Mandatory
• Creating informative presentations in Microsoft PowerPoint with an ability to present and deliver the content in a convincing manner – Highly Preferred
• Knowledge of Microsoft Project – Highly preferred

Personal Skills/Mindset:

• Problem-Solving, Reasoning/Creativity.
• Highly motivated, Self-starter, Effective Leadership and Management.
• Create a respectful and trusting atmosphere.
• Able to handle pressure and drive the delivery to the customer within the agreed timeline.
• Skilled in prioritizing and triaging obligations.
• Attention to detail with excellent time management and organization.
• Customer relationship building, Multicultural sensitivity/awareness.
• Note1: The first month’s probation period is obligatory.