Responsibilities
- Advance each support case to resolution, collaborating with internal teams and research departments as needed.
- Deliver daily operational assistance to clients and team members.
- Examine, manage, and record software-related issues reported to the support team.
- Proactively flag potential escalation concerns to the Team Leader and coordinate additional support when necessary.
- Manage escalated customer issues, take ownership of complex cases, and maintain regular progress updates.
- Adhere to corporate information security policies, business procedures, and ISO standards.
- Analyze, document, and propose process enhancements to the Customer Services Team Leader to improve client satisfaction.
- Recognize areas for service optimization or billable opportunities and report them through proper channels.
- Maintain a personal development plan focused on technical expertise and interpersonal skills.
- Train and guide junior team members in product functionality, competencies, and workflows.
- Collaborate within a team setting to support and assist coworkers.
Work Arrangement
Remote (Country)
