Senior Customer Support Representative
4 days ago
Answer and respond to all incoming support calls and emails with exceptional levels of customer satisfaction.
Develop and build upon existing processes such as tickets, reporting, training and other foundational aspects of support.
Troubleshoot hardware and software issues and escalate to technology team as needed.
Hit SLAs and KPIs related to first response time, resolution time, customer satisfaction etc.
Ensure that work resources are reviewed and updated as needed for our external knowledge base.
Manage all support tools (HelpScout, Aircall, etc.).
Make effective independent decisions and develop goals, action plans, and deadlines.
Develop and maintain relationships with current and future Municipal and Large Retail customers.
Organize, audit and maintain client directory and documentation.
Develop protocols and guidelines to address client needs and issues.
Design a process for soliciting client feedback and implement ways to improve.
Assist in onboarding new clients.
Assist sales and engineering with new product research, customer needs, and market trends.