AddressRole Responsibilities:
- Deliver exceptional customer service by responding quickly and thoroughly to sensitive, urgent requests from customers using our ticketing and live chat system;
- Use internal documentation and historical tickets to perform relevant troubleshooting with customers whilst adapting based on the customers context;
- Identify frustrated customers and escalate affected cases appropriately;
- Partner with the other internal teams to help support our customers and document procedural changes;
- Work collaboratively with Engineering and Product Management to drive resolution to customer-facing issues and help identify enhancements to the product;
- Contribute to a customer-facing knowledge base that enables self-serve case resolution;
- Learn, coach, and share your knowledge and skills with your peers;
- Work closely with the Customer Success team to meet SLA and customer requirements;
- Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions.
