Mercalis

Customer Support

• Field a high volume of customer inquiries by phone and email
• Follow Salesforce SOPs and adhere to strict deadlines to meet the team’s KPIs
• Host regular webinar training sessions to onboard new client teams and individuals
• Work closely with other customer-facing teams, notably Sales and Customer Success
• Work closely with internal teams to resolve client queries and streamline existing processes
• Review Contracts/SOWs to ensure client accounts are configured correctly
• Identify bugs and make recommendations for product enhancement based on client feedback
• Identify upsell opportunities
• Engage in additional support-related activities as required, e.g. UAT, data hygiene projects

Customer Support Manager, Policy Reporter