Customer Support

• Effectively troubleshoot and resolve customer issues by identifying root causes, test solutions, and help customers implement fixes
• Consistently perform timely support case intake and follow up to meet customer service level agreements (SLAs) and team key performance indicators (KPIs)
• Document and manage support communications using internal tools, email, phone, and chat
• Provide product and support training and assistance to team members and other Northwoods staff
• Provide product training to users to facilitate product usage
• Demonstrate a friendly and casual rapport when interacting with customers
• Properly escalate unresolved issues and requests to other departments for assistance resolving (product development, account management, sales, etc.)
• Write and review knowledge base articles and update internal systems with knowledge
• Promote and intentionally work to foster an environment and culture of inclusion and equity
• Availability to flex work time for infrequent support related activities that may occur outside of typical business hours
• Other job-related duties as assigned

Customer Support Specialist

Customer Service Analyst

Product Training – Customer Experience Manager

Customer Care Supervisor

Customer Service Advocate

Customer Service Representative