Responsibilities
- Maintain coverage of live, support communication paths: - Phones (ext 3 direct calls), as well as transfers from Sales/Order Management/Success (frontline revenue teams)
- Live chats transferred from frontline revenue teams
- Provide support in the E-Learning Heroes (ELH) community: - Maintain an active, friendly and helpful presence in the ELH community forums.
- Monitor the ELH forums for users who may be contributing spam, inappropriate content and/or aggressive language in accordance with the ELH Community guidelines.
- Review and answer all ELH product forum threads that a) fall within our documented support policy and b) have not already received a confirmed answer/solution to the customer's problem.
- Serve as an escalation point routing cases to the appropriate team based on customer needs, level of frustration, while following our Rules of Engagement
- Categorize and escalate cases to Sales/Order Management/Success teams following rules of engagement
- Develop strategies and areas of improvement for accurate case escalation
- Advocate for customer needs through bug prioritization and championing of feature requests
- Track and gather evidence from calls, chats, forum threads for high priority customer issues or needs
- Provide a human touch and guided path to our documented support options for customers who are unfamiliar or have previously been unable to use our normal support case submission process.
- Work directly with Support Team leads to understand customer needs and issues to determine an appropriate course of action
- Develop strategies and solutions to ensure customers follow the designated support path in conjunction with the Customer Happiness Team Supervisor.
- Cultivate a broad and varied understanding and knowledge of Articulate software and tools, in addition to general technical support information to provide efficient and competent assistance to customers in a live environment.
- Continuation of training and knowledge acquisition for new/existing Articulate products: - Review of updated solutions, tutorials, YouTrack filed bugs
- Participate as an active Support team member: - Answering customer questions in other Support avenues such as Tier 2 cases, and the Building Better Courses side of the ELH community as time allows and for continued presence/training on new customer queries and issues
- Monitoring public and private Slack channels and direct messages to assist with Support related queries from Support team members and other colleagues within Articulate.
- Serve as a representative and liaison of the Support team to other Articulate teams as required.
- Availability during requested hours, Monday - Friday (unless prior approval from supervisor) to respond to customers in a timely manner in accordance with our Support policy.
- All other duties as assigned
Additional Information
- Availability during requested hours, Monday - Friday (unless prior approval from supervisor)
