Customer Support

• Management of case queues, including, but not limited to, timely handling, escalation, and resolution.
• Coordination with Senior Managers and cross-functional teams to ensure successful handling of escalated issues.
• Coordination with vendors and cross-functional teams to resolve issues and escalations.
• Adherence to quality standards and best practices.
• Identification and resolution of customer interaction issues.
• Execution of processes and internal and external communications for release-related items.
• Creation and maintenance of product support documentation (troubleshooting, technical how-to’s, etc.)
• Provide feedback and suggestions to improve the support processes, tools, and resources.
• Identify and escalate any issues or gaps in the escalation process.
• Positively contribute to the team culture with a continuous improvement mindset.
• Advocate for the customer.
• Be an ally of the support representatives, a partner committed to supporting them and helping them succeed.
• Strong understanding of the complex tasks within the support representative job function.
• Maintain a thorough knowledge of all company policies, especially those that affect customer application support metrics or performance standards.

Senior Customer Support Specialist – Quality

Associate Customer Support Rep, Vet

Support Specialist – Bilingual, English/Spanish

Product Support Specialist

Support Specialist – Bilingual, English/Spanish

Internal Customer Support Coordinator