About the role
You will work as a member of the support team, who will be responsible for working collaboratively and individually to solve customer issues in a fast-paced, ever-changing, and complex environment.
Key Responsibilities:
• Provide accurate and efficient support to our customers with software and operating systems by researching and identifying applicable solutions, and demonstrating strong problem-solving skills.
• Deliver timely and clear communication to customers regarding the status of their inquiries, ensuring transparency and customer satisfaction throughout the support process.
• Confirm and report defects to the development team once the applicable analysis has been completed with the customer, facilitating seamless communication between support and development teams to ensure swift resolution of issues.
• Maintain comprehensive technical documentation for product solutions knowledge base, contributing to the continuous improvement of support resources and enabling efficient issue resolution.
• Support all components and processes of product software, demonstrating a comprehensive understanding of the product ecosystem and its functionalities.
• Assist with new and existing client software versions over the phone, Skype, and via web-conferencing (desktop sharing) within established SLAs and SLOs, ensuring smooth onboarding and minimal disruption to client operations.
• Take ownership of customer issues and proactively seek resolution while prioritizing overall customer satisfaction, demonstrating empathy and professionalism in all interactions.
• Collaborate with teams responsible for operating systems, databases, hardware, and product updates to ensure seamless integration and
deployment of updates to customers, contributing to the enhancement of product performance and reliability.
• Contribute to technical blog and content creation efforts, sharing insights, best practices, and troubleshooting tips to enhance customer knowledge and support self-service initiatives.
