Responsibilities
- Developing deep understanding of the application, and internal Crunch documentation, to become an expert.
- Communicating with customers via email and online web calls (eg: Zoom) to ensure effective use of our app in line with best-practice.
- Maintaining excellent relationships with customers by applying superb customer service and technical skills.
- Fielding user questions and reported problems and triage them appropriately in our centralized international support desk (using the Zendesk app)
- Developing and deliver reports (on customer account usage) on a periodic basis.
- Applying in-depth troubleshooting and debugging skills to get to the root cause of customers’ issues. Develop clear reproduction steps for issues, for both problem-solving and acceptance testing. This involves integrating knowledge of different survey systems, the Crunch.io platform and other related software.
- Prioritising customer cases effectively. It’s vital you are able to juggle priorities, and articulate your plans to your co-workers and management.
- Escalating the relevant support issues to product management and engineering teams. Our technical support staff need to be fully versed in our software to comprehensively close the majority of tickets independently.
- Contributing to the knowledge base (help.crunch.io) making sure that our documentation is up-to-date and accessible. This includes extensively researching and documenting software and technical issues which can become the basis for knowledge base articles.
Requirements
- Organized, detail-oriented
- Able to triage and resolve highly complex, technical, and application-related support issues
- Able to systematically test new product features with attention to detail
- Able to detect bugs and contribute to new documentation
- Able to review prospects data and prepare datasets for demonstration
- Able to proactively assist new users with post-sales education and onboarding
- Able to manage and execute specific projects where Crunch.io has been engaged to set up customer data on their behalf
- Develop clear reproduction steps for issues, for both problem-solving and acceptance testing
- Fully versed in Crunch.io software to independently close the majority of support tickets
