possess the necessary product and technical expertise to either resolve a challenging issue or gather pertinent data to escalate to the product team's engineering/solution architect
Take complete responsibility for client concerns, including initial troubleshooting, root cause investigation, and issue resolution. Meet or beyond client expectations for response quality, response timeliness, and general experience
As a Subject Matter Expert, you will ensure client concerns are handled as quickly as possible.
Gather data and record bugs for product problems that are affecting consumers with engineering. Give the training and documentation team comments so that common or new issues may be resolved before they get worse or become more widespread.
Create procedure or troubleshooting documentation in the support knowledge base and maintain communication standards to keep internal stakeholders up to date on support operations.
Take an active part in client meetings and presentations with Customer Success Managers to identify technical requirements.
Train and coach customers to a successful onboarding process and ongoing usage
Pay close attention to what a customer is attempting to accomplish and fully comprehend it. Never presuppose or presume an answer, nor do you predetermine answers.
BE or relevant in computer science / Information Technology is a must
Should have 0 to 2 years of strong experience in product support, supporting various business applications
Excellent verbal and written communication and interpersonal skills
Excellent relationship management and customer service in a variety of forms (written, live chat, conference calls, in-person.)
Good understanding of CSS, HTML, JSON, JAVASCRIPT, Database,REST APIs and other key web standards is a must
Real passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment
Ability to set and manage priorities judiciously
Ability to work independently with little direct supervision and as a part of a team.
Ability to remain calm, composed and articulate when dealing with tough customer situations
Ability to translate business needs into technical requirements
Strong Analytical, evaluative, and problem-solving abilities
Attention to detail and ability to troubleshoot and provide feedback and solutions
Flexible to work in the US or rotational shifts.
