Platform Science

Customer Support

• Diagnose and troubleshoot technical issues, including heavy android application support
• Track calls to resolution, within agreed time limits
• Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. Tier 2, manager or other)
• Provide prompt and accurate feedback to customers and log cases in Salesforce
• Document technical knowledge in the form of Knowledge Base articles within Salesforce
• Maintain courteous and professional relationships with clients
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Gather customer feedback and document using company tools

Tech Support Specialist