Customer Support

• Consult with each customer on products or features not currently being utilized to provide them with more tools for success.
• Give suggestions as you see opportunities for customers to use their features more effectively.
• Provide value for Weave’s products by educating customers on the advantages of the services they are utilizing.
• Review case and call history to gain a better grasp of customer situations, while providing escalation paths that win back customer loyalty.
• Review overall accounts to gain intelligence on how the customer is currently utilizing Weave, and finding and sharing opportunities for them to succeed, while pushing value for underused products and services.
• Providing basic and enhanced training opportunities, while also helping to gain insight on desired features/functionality, and sharing details with the Product team.
• Helping illuminate areas that will help the customer save money, staying ahead of technical issues/incidents, while also helping them to remain with the service.
• Offer additional training/consultation when downgrade risk is presented.
• Responsible for checking warranty status, assisting in phone swaps, and sending upsell requests for equipment to the sales team.
• Essential to help our customers feel confident and motivate them to purchase additional services and products at Weave by showing the value and effectiveness of those products and routing to sales.
• Responsible for timely case management for all queues relating to this role.

Customer Experience Specialist

Product Support Specialist

Channel Sales Support Representative

Field Customer Care Specialist

Field Customer Care Specialist