Extensiv

Support Engineer

• Take and respond to customer live queries in a timely and accurate way, via phone, email, and chat
• Identify customer needs, analyze situations, and formulate timely solutions to their issues to retain customer satisfaction
• Update internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on all communication platforms to be able to address complaints accordingly
• Follow up with customers to ensure their technical issues are resolved
• Escalate customer concerns promptly as the need arises
• Take notes and file logs on each customer's queries to maintain a record of each call, ensuring all issues and requests are addressed in the long term

Tier 1 Support Engineer

Customer Support

• Leading the day-to-day activities of the Tier 1 and Tier 2 teams by providing strong leadership, coaching and mentoring
• Be a change agent – optimize current processes, remove obsolete ones, and create new processes in the spirit of ensuring our customers are successful
• Oversee and manage tools to deliver support at scale, including ticketing system, knowledge management, community platform and customer feedback tools
• Work with Product and Engineering teams to develop scalable support solutions designed to maximize support levels and reduce operational expenditures
• Act as an escalation point for the team and customers when appropriate
• Retain and recruit a world class Customer Support team capable of adapting in a consistently evolving and high growth environment

Customer Support Manager

Manager

• Assist the Director of Implementation in leading a team of Implementation Managers.
• Enable customers to get up-and-running on our platform quickly and successfully.
• Optimize current processes, remove obsolete ones, and create new processes.
• Manage team allocation and workload of team members.
• Act as an escalation point for issues that arise.
• Report key KPIs and employee performance to the Director of Implementation.
• Work closely with Sales team to manage customer expectations.
• Collaborate with Customer Success Managers to ensure customer retention.
• Work with Product and Software Development to share product feedback.
• Establish goals, responsibilities, and development plans for team members.
• Retain and recruit a world class implementation team.