The Role
This role provides escalated technical support directly to CentralSquare's customers via phone, web, and/or email. The rep diagnoses problems, resolves questions, and troubleshoots escalated technical issues of increasing complexity. The role acts as a customer advocate on high-priority issues, drives Knowledge Base quality, and works under limited supervision following established procedures.
Job Duties Include:
- Provide internal and external user support for application issues of a technical nature.
- Collaborate with fellow support colleagues and other internal organizations to deliver superior customer service.
- Maintain regular, clear communication with customers on request status.
- Act as a customer advocate on high-priority issues — drive timely resolution and feed customer input back into process/product improvement.
- Use the Knowledge Base and AI to solve Cases in a timely manner.
- Keep KB content accurate; provide updates and feedback where needed.
- Create internal and customer-facing KB content.
- Review and publish draft content written by others.
- Anticipate customer needs and address concerns proactively.
- Handle difficult customer interactions and complex problems without supervisory intervention.
- Maintain poise and professionalism under pressure.
- Handle escalated calls/issues of increasing complexity.
- Troubleshoot technical issues of increasing complexity.
- Assist in training other Product Support team members.
- Meet or exceed department performance standards.
- Build strong working relationships with cross-functional teams.
- Work with customers to identify reported system defects.
- Work under limited supervision, following established procedures and guidelines.
- Perform all other duties as assigned.