Duties and Responsibilities:
- Provide direct technical assistance to customers via phone, email, and remote sessions.
- Provide internal and external user support for application issues of a technical nature.
- Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.
- Create internal/external content for our knowledge base
- Maintain consistent, regular communication with customers regarding the status of their requests.
- Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
- Anticipate customer needs and effectively address concerns related to their issue or resolution
- Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customers.
- Ensure that individual performance meets or exceeds department standards.
- Develop strong working relationships with cross-functional teams within the company.
- Work with customers to identify reported system defects
- All other duties as assigned.