Monitor and evaluate Customer Support monthly performance
Manages and resolves daily client tickets
Growing closely with client relations and working closely with Tech team to identify bugs
responsible for the management of existing accounts
Ensure that clients questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the department
Report, analyze and resolve system, clients and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience
Build, establish and maintain open lines of communication with Technical Support Engineers, peers, trainers, managers, Engineering, Marketing and other areas of the company to facilitate problem solving
Performs other related duties as assigned to ensure effective operation of the department
Skills Required:
must be an excellent communicator, combining the ability to manage and handle challenging customers, readily shift priorities while ensuring that service level and quality objectives are achieved.
