Responsibilities
- Diagnose and resolve advanced product and technical problems by assessing impact and urgency
- Contribute to planning and supervising project initiatives
- Handle escalated inquiries from customer service, account management, and implementation departments
- Investigate complicated cases and forward them with detailed context to engineering and product teams
- Orchestrate technical troubleshooting calls involving clients and internal experts
- Oversee customer communication and ensure follow-up when issues are assigned to development groups
- Apply existing expertise, experience, and available resources to deliver effective solutions
- Remain up to date on product updates, training materials, and development progress, while offering input on tools and user experience
- Interact directly with clients to address support tickets and inquiries
- Track and manage all client-related cases using Salesforce CRM
- Resolve configuration issues for customers and users
- Train and guide clients to fully utilize products, tools, and services
- Monitor product system performance and overall health
- Update and consult internal and external knowledge bases (KCS, Knowledge Center Solutions) to support issue resolution
- Use each customer interaction as a chance to build stronger long-term relationships
Other
- Support team coverage during holidays as operationally required, on a rotating schedule
- Flexible Time Off: 15 Days
