TeamBuilder

Customer Support

• Provide high-quality, timely solutions to a variety of customer support requests, (typically Tier 1/2) responding to up to 40-50 tickets per day.
• Manage customer expectations and provide clear, actionable resolutions while minimizing disruption to their business.
• Adhere to ticket processing workflows, ensuring all issues are logged, prioritized and escalated as needed.
• Share technical expertise with clients, guiding them through the use of TeamBuilder’s platform and promoting adoption of our learning and optimization tools.
• Collaborate with internal teams to share best practices and contribute to the documentation and streamlining of support procedures.
• Participate in shift coverage as required, ensuring client needs are met across time zones.

Customer Support Representative, Tier II

• Provide high-quality, timely solutions to a variety of customer support requests, (typically Tier 1/2) responding to 10-20 tickets per day
• Manage customer expectations and provide clear, actionable resolutions while minimizing disruption to their business
• Adhere to ticket processing workflows, ensuring all issues are logged, prioritized and escalated as needed
• Share technical expertise with clients, guiding them through the use of TeamBuilder’s platform and promoting adoption of our learning and optimization tools
• Collaborate with internal teams to share best practices and contribute to the documentation and streamlining of support procedures
• Participate in shift coverage as required, ensuring client needs are met across time zones