Cofactr

Customer Support

• L1 Support: Provide first-line support for customer issues, ensuring accurate, prompt, and empathetic communication.
• Ticket Queue Management: Monitor and manage the ticket queue, prioritizing and addressing customer concerns efficiently.
• Ticket Deflection: Implement strategies to reduce incoming ticket volume by identifying and resolving root causes and improving self-service resources.
• Customer Advocacy: Act as the primary point of contact for support inquiries, ensuring customers feel heard and supported.
• Process Development: Work closely with leadership to design and implement scalable support processes for break/fix issues, escalations, and other support needs.
• Cross-Functional Collaboration: Partner with product, engineering, and customer success teams to address customer concerns and drive resolution.
• Metrics Management: Track and analyze support metrics, including time to response, time to resolution, and customer satisfaction, to continuously improve service quality.
• Knowledge Base Creation: Contribute to the creation and maintenance of a comprehensive knowledge base to empower customer self-service and reduce ticket volume.

Senior Customer Support Specialist