Sona (getsona.com)

Support Engineer

• Providing technical troubleshooting support to customers via various channels including email and live chat.
• Troubleshooting and diagnosing technical issues related to our software products, escalating when necessary and keeping the customer informed.
• Acting as a subject matter expert on our software products, providing guidance and assistance to customers and internal teams.
• Helping to maintain, update and improve our FAQs and Knowledge base with the latest product updates.
• Maintaining/updating customer account configurations.
• Being the voice of our customer - continuously sharing feedback from our customers with the Product team to improve the customer experience.

Customer Support Analyst