Customer Support Specialist Tier 1
Greater Boston Area
5 days ago
Support Thought Industries customers, helping them answer their questions or resolve an issue via support system, email and phone, as appropriate.
Manage Tier 1 & 2 customer support, escalating when necessary.
Assist the team with in-application support and tutorials.
Assist with ongoing iterations and updates of self-help documents.
Assist QA with bug testing to ensure customer issues have been resolved.
Identify repeat issues and escalate with Product and Engineer management to prioritize the roadmap to reduce customer friction and increase customer satisfaction.
Measure and share results of support activities across the company.
Create new methods of supporting our customers, such as creating a customer community.
Think about how to make improvements; not afraid to implement changes that increase customer success.
Special projects that drive Support, Customer Success & Sales effectiveness.