Customer Support

• Triage customer chat requests and help desk tickets for Mindex product applications including server and/or database troubleshooting (errors, profiling, etc.)
• Troubleshoots Mindex product applications, server and database related tickets and escalates to Senior team members when further investigation and documentation is required.
• Works with customers to document and reproduce issues; documents the scope and customer criticality of issues identified as defects/bugs.
• Creates and executes SQL scripts and performs data manipulation (insertions, updates, and deletions) for troubleshooting purposes.
• Assists in the deployment of custom reports and procedures.
• Monitoring the Helpdesk ticketing system for Mindex product issues and trends, and collaborating with team members, training, and leads to develop documentation (e.g. FAQ)
• Identifies product application, server, and database related trends in support issues and suggests product enhancements that will facilitate improved service.
• Contributes to the management of critical incidents as needed to drive towards a solution or de-escalation of the incident, providing updates to internal and external stakeholders.
• Contributes to development, planning and execution of departmental goals (OKR) and initiatives.
• Assisting with customer meetings and attending conferences as a subject matter expert.
• Act as the primary point of contact for assigned customers, as needed.

Product Support Specialist

Customer Support Representative

Customer Experience Team Lead

Customer Experience Manager – Business Banking

Customer Experience Representative

Claims Support Specialist II