Customer Support

• Develop comprehensive understanding of NetVendor's products and its applications to better support clients and internal teams
• Manage and optimize the customer support function, ensuring timely and accurate handling of requests, tickets, and escalations
• Maintain and grow client relationships while ensuring their needs are met effectively
• Address and resolve any issues or concerns that arise, ensuring satisfaction and smooth operations
• Manage client expectations and align them with company capabilities to ensure realistic goals and successful outcomes
• Monitor and report on operational KPIs including response time, resolution rate, retention, and customer satisfaction
• Develop and implement process improvements to enhance service delivery and client experience
• Collaborate closely with the Customer Relationship Managers to align service delivery with customer expectations and overall customer health
• Use analytics to identify recurring issues and propose long-term solutions
• Own the customer feedback and review process, driving improvements based on insights
• Additional responsibilities as assigned

Customer Support Manager

Application Support Specialist

Field Customer Care Specialist

Field Customer Care Specialist

Educational Support Specialist, Science

Customer Service Agent