We are seeking a dynamic and customer-focused professional to join our team, dedicated to delivering exceptional support and service. In this role, you will be at the forefront of troubleshooting and resolving technical issues, ensuring smooth and efficient processes across departments.
As a key player in our customer support team, you will manage complex cases, mentor colleagues, and collaborate closely with our development and product teams to drive continuous improvement and customer satisfaction. If you thrive in a fast-paced environment and are passionate about enhancing the customer experience, we want to hear from you.
- Investigate, troubleshoot, and replicate issues to either resolve them or work with the development teams for further action.
- Ensures delivery of excellent customer service through fast and accurate processing of requests, communication, and coordinating with other departments to resolve inquiries.
- Identify and escalate critical or sensitive cases by collaborating closely with the Customer Support Manager, ensuring timely resolution and customer satisfaction.
- Mentor and Serve as a resource for challenging cases and process-related inquiries, providing guidance and support to the team.
- Deliver comprehensive training on specialized topics and advanced troubleshooting techniques
- Independently manage complex tickets, tasks, and responsibilities, ensuring that issues are resolved efficiently and effectively.
- Act as the internal and external escalation point for intricate ticket management, leading case escalations, and offering strategic guidance to the team.
- Investigate and resolve customer complaints, ensuring that all resolutions meet or exceed customer expectations.
- Communicate effectively with product managers and development teams, providing clear and concise information on escalations and customer inquiries.
- Customer Beta Testing Liaison: Collaborate with the Product team and work with customers in the Beta group during product and version beta testing periods.
- Maintain a thorough understanding of KPIs (Key Performance Indicator) including SLAs (service Level Agreement), ensuring all customer interactions are timely and meet company standards.
- Collaborate with the Product team and work with customers in the Beta group during product and version beta testing periods.
- Develop and contribute to Knowledge Base articles, creating valuable resources for both internal team members and external customers.
- Builds and maintain business relationship with clients through open and interactive communication
