InReach Continuing Education Solutions

Customer Support

• Provide timely, accurate support to customers via phone and email, resolving inquiries and troubleshooting software issues.
• Manage support queues and contribute to consistent call and email coverage.
• Prioritize and resolve support tickets based on urgency, customer impact, and service-level expectations.
• Ensure all customer interactions are handled with professionalism, empathy, and clear communication.
• Support escalated customer concerns, including following established escalation paths and documenting actions taken.
• Mentor and assist fellow support representatives by sharing knowledge, best practices, and troubleshooting insights.
• Maintain accurate and complete case documentation within support systems.
• Manage schedule adherence—including breaks and assigned coverage periods—to maintain team efficiency.
• Follow internal processes, communication guidelines, and workflow standards to ensure consistency and quality.
• Perform other reasonable duties as required by management.

Customer Support Advisor