Customer Support

• Serve as the first point of contact via phone, chat, email, and web-based support portal to provide solutions
• Obtain and evaluate all relevant information to handle inquiries and deliver service on software products
• Research, troubleshoot, and resolve support issues within response and resolution goals
• Identify workarounds and communicate to customers as needed
• Maintain detailed call, emails, chat and relevant client information for all customer interactions
• Prioritize and resolve issues based on service level agreements and severities
• Responsible for meeting customer satisfaction goals monthly
• Organize work efforts using different communication channels (phone/chats/emails) to meet delivery expectations of established SLAs
• Cross-departmental collaboration to resolve issues or concerns

Customer Service Representative

Customer Support Specialist

Senior Customer Support/Sales Specialist

Customer Service Specialist

Senior Customer Service Delivery Manager