AppWork

Customer Support

• Handle all types of client support tickets, aiming to respond within a 2-hour SLA and escalating issues when appropriate.
• Investigate, troubleshoot, and resolve issues, recognizing that some cases require deeper analysis and follow-up.
• Join client calls as needed to provide live support and serve as a support liaison (“Charlie”) when required.
• Assist with check-in calls when other team members are unavailable.
• Manage shared email inbox coverage during team member absences to ensure continuity of support.
• Complete full system setups for new clients, including configuration, testing, and support during trainings to ensure a smooth rollout.
• Set up and manage recurring inspections for clients.
• Create, update, and maintain inspection templates based on client needs.
• Ensure existing clients are kept up to date with system changes, enhancements, or required updates.
• Assist with updating make-ready boards, including adding, removing, or modifying columns.
• Support clients with Engrain maps as needed.
• Perform audits to identify missing data, configurations, or setup items and address them accordingly.
• Ensure coin winners or incentive recipients are contacted in a timely manner.
• Assist with audits or internal checks as requested.
• Remain flexible and available to learn new tools, processes, or workflows to support the team wherever needed.
• Handle last-minute or unexpected requests that may arise, maintaining a positive and solution-oriented approach.

Client Support Specialist