Client Support & Managed Services
- Monitor and optimize production environments of global customers
- Tier 1 triage, response, and resolution of client support tickets
- Continuous training and documentation improvement to increase the percentage of resolutions within the Tier 1 team
- Converting incident RCAs to product testing and monitoring system improvements, enhancements, and product stability, including job performance, data quality, user experience, etc.
Issue Resolution
- Investigate and troubleshoot customer issues related to our product.
- Utilize your problem-solving skills to identify root causes and provide clear solutions.
- Work collaboratively with development teams to understand complex issues and escalate when necessary.
Communication and Documentation
- Communicate effectively with customers through various channels (Calls, Email) to understand their problems and provide clear explanations.
- Document customer interactions and issue resolutions for future reference and knowledge sharing within the team.
- Prepare reports summarizing customer issues and trends to identify areas for improvement.
Process Improvement
- Proactively identify areas for improvement in the customer support process and suggest solutions to enhance efficiency and customer satisfaction.
- Stay up-to-date on industry best practices in customer support to ensure optimal service delivery.
Community Assets
- Monitor and moderate the community forum, providing updates and responses where possible, engaging SMEs when necessary
- Verify, update, and create new Help Center articles based on updates to the software, client questions and incidents, and the Services team s needs
- Create training and how-to videos to complement Help Center articles
- Create sample assets demonstrating best practices and example solutions achievable within the software
Qualifications
- Must have a Bachelor s Degree in Computer Science, Information Technology, Engineering, or other related fields
- Must have excellent written and verbal communication skills to author professional product documentation and training material
- Must have excellent communication and interpersonal skills to establish and maintain collaborative work relationships within the company and with external business partners
