Support Engineer

• Troubleshoot client's product questions or problems via live chat, email and phone, focusing on product functionality, operating environments and system configuration/setup
• Provide accurate and timely processing of customer inquiries submitted by Admins
• Keep a close eye on Support product question Slack channels and assist Tier 1 with questions submitted
• Assist in the training of new Support staff
• Serve as primary liaison between Total Expert and end users
• Document incidents in required tracking systems
• Proactively inform customers of how and when problems are resolved with strong focus on retention and referenceability
• Manage workload to ensure all customers' issues are handled in a timely manner and driven to resolution
• Convey customer feedback and escalations to Support Leadership
• Work collaboratively across other departments (Development, Customer Success, etc.) to ensure proper handling of customer issues
• Assist in verifying user-reported issues and communicate to the proper internal channels for resolution
• Assist in testing resolutions to ensure effectiveness
• Document and maintain up-to-date support policies, procedures, and knowledge base articles
• Function as Subject Matter Expert for escalation and edge case Support issues
• Promote and maintain a high quality, professional, service-oriented company image among end users and team members
• Take initiative to constantly expand product knowledge within the platform
• Participate in Saturday shift following team rotation guidelines (remote or in-office)

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