Artera

Customer Support

• Become a Product Expert: Quickly master our SaaS platform and a suite of internal troubleshooting and business analytics tools to accurately diagnose, resolve, and articulate solutions for complex technical challenges.
• Own the Solution: Manage and drive to completion a queue of customer support items, focusing on root-cause analysis and clear, concise documentation of every resolution.
• The Voice of the Customer: Serve as a critical feedback loop to our Customer Success, Product and Engineering teams, providing direct, data-informed insights on product performance.
• Strategic Escalation: Know when and how to strategically hand off critical, unresolved issues to specialized internal teams, including software engineers and customer success leaders, ensuring a seamless experience for the customer.
• Process Innovator: Actively identify gaps and propose improvements for our customer support processes, tools, and technologies to increase team efficiency and customer satisfaction.
• Documentation & Knowledge Sharing: Collaborate with the Customer Success team to create and maintain high-quality knowledge base articles and documentation that clearly explain key product functionality for both internal and external use.
• Master of Prioritization: Expertly prioritize and manage multiple concurrent complex cases, ensuring that urgent issues are resolved quickly while maintaining progress on ongoing projects.

Customer Support Specialist