Tera Science

Customer Support

• Conduct onboarding of new clients, ensuring a smooth and efficient integration.
• Route tickets to the responsible departments and monitor the progress of requests.
• Provide remote technical support, guiding clients on the use of platforms, modules, and equipment.
• Recommend tailored solutions and best practices for each client.
• Update the status of requests, stages, and movements in the system.
• Monitor the progress of online trainings and ensure clients have access to platforms and assessments.
• Create articles, tutorials, and FAQs for the knowledge base to encourage self-service.
• Analyze recurring tickets and propose permanent solutions.
• Contribute to improvements in processes and products based on collected feedback.
• Identify opportunities to increase client engagement and promote advanced use of the tools.

Technical Customer Success Analyst