SupportNinja

Support Engineer

• Respond promptly and professionally to customer inquiries via phone and email
• Diagnose and troubleshoot technical issues reported by customers, with a strong focus on interpreting automotive electrical systems and wiring principles to provide accurate solutions
• Translate complex technical information from schematics into clear, step-by-step instructions for business professionals
• Develop and maintain a comprehensive understanding of our products and services
• Collaborate with cross-functional teams, including developers and product managers, to escalate and resolve complex issues
• Document and track all customer issues, ensuring thorough and accurate records for future reference
• Create and update technical documentation, FAQs, and knowledge base articles
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Meet or exceed performance targets for related KPIs
• Perform other duties as assigned

Technical Support Representative II

Customer Success Manager

• Serve as the primary point of contact for customers, ensuring they achieve their desired outcomes and maximize the value of the products or services offered
• Build long-term, trusted relationships with customers by understanding their needs, delivering tailored solutions, and driving adoption and satisfaction
• Assist new customers in effectively onboarding and provide training to their staff on how to use client tools and technology
• Guide clients through the customer journey process to ensure they achieve objectives
• Pull reports, analyze data, and provide insights to customers on impacts and relevance to objectives
• Conduct annual reviews and manage account renewals
• Develop and nurture customers into advocates
• Utilize CRM to keep track of key account data, opportunities, logging calls and relevant notes
• Retain and grow assigned book of business
• Assist and resolve escalated support tickets and emails and seek to improve customer experience
• Collaborate with other departments and adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs and participate in continuous learning and training modules

Administration

• Collaborate with CRM & Automation and Talent teams to understand requirements and develop automated workflows and targeted campaigns
• Maintain clean and actionable data and use analytics to identify trends and opportunities
• Regular campaign and monthly reporting
• Optimize the CRM platform to improve efficiency, enhance user adoption, and support business goals
• Lead projects, identify process improvements, and drive CRM initiatives

HubSpot Administrator

Network Engineer

• Serve as a support resource, resolving basic to medium customer-reported issues related to SD-WAN, firewalls, routers, and switches.
• Receive customer calls and own case lifecycle in Salesforce and ServiceNow.
• Troubleshoot and resolve VPN tunnel issues (Phase 1 and 2), Fortinet firewall policies, and network security configurations.
• Perform network device replacements (firewalls, routers, and switches) using backup configurations.
• Conduct root cause analysis and service restoration for network performance issues.
• Maintain SLAs by prioritizing and resolving tickets based on impact and urgency.
• Collaborate across internal and external teams, including Tier-1 support, NOC, Cox Service Assurance, Implementation, vendors, and ISPs/MSPs.