Requirements
- Receive inbound questions from customers about their software product and service through a support ticketing system.
- Document all customer interactions in applicable systems according to current policies.
- Respond to customers by gathering information and providing the best solution or appropriate next steps.
- Provide education to customers on best practices to get the most value from software features or additional services.
- Escalate complex issues to higher-level support tiers and/or management following current policies.
- Provide best-in-class service quality to meet customer expectations in line with department guidelines and policies.
- Meet or exceed personal KPI targets for performance metrics, such as number of tickets handled and customer satisfaction, according to current policies.
- Follow internal Knowledge Centered Support processes to reuse documented solutions and contribute to knowledge base content.
- Be an internal advocate for our customers and represent the Voice of the Customer to internal stakeholders.
Additional Information
- 3 days per week in the Newcastle office and the rest working from home.
