Techcyte

Customer Support

• Provide technical problem resolution for all products used by our customers and partners, fully document problem resolution in our call tracking system
• Help build our processes, procedures, and team
• Review open issues on a daily basis, updating our customers and partners on the status of their cases, and assisting in the reproduction/resolution of issues
• Become an expert in our products through software testing and apply that knowledge in finding solutions for challenging customer issues
• Ensure that all of the required information is gathered and available prior to escalating an issue
• Establish effective lines of communication with other Techcyte teams and management to ensure customer cases that require escalation are prioritized correctly
• Maintain professional and effective written and verbal communication with customers, development, and management via email, IM, and phone
• Effectively prioritize the issues that arise, and maintain that prioritization, until the completion of the issues
• Diffuse, and tolerate, potentially high-tension situations with customers

Customer Care Representative