1 week ago
Receive new customers from Sales and understand individual business objectives.
Explain the Sellbrite system to new customers and train them on functionality in phone/screenshare training sessions and via chat/email support.
Design individual Sellbrite workflows based on customers' business objectives.
Hand off customers to Success Team / Support Team once onboarding is complete.
Create Onboarding content (Help Center articles or videos, macro answers, etc).
Provide support via chat or email to the customer, and accompanying support via phone when necessary.
Provide technical/product support for the Sellbrite product.
Handle escalated incidents through our ticketing system Intercom, or phone.
Create/track JIRA tickets when necessary for bugs, and ProductBoard for Feature Requests.
Assist in providing a conduit of communication between the Sellbrite teams (customer success, customer support, onboarding) when needed.
Be well versed in Intercom, JIRA, and the Sellbrite standalone product.