Greater Boston Area
2 days ago
Internal liaison between support engineers and other teams, to ensure that support tickets are correctly prioritized and handled efficiently.
External liaison with customers, ensuring they are kept up to date regarding ticket status.
Managing active tickets per customer, and changing status/priority where required.
Tracking, chasing and reporting progress of bug reports from support customers.
Maintaining the customer list, welcoming new customers and managing renewals and expiring accounts.
Act as Project Manager for Engine support, helping deliver internal projects.
Reporting on all areas of Engine Support, including team performance and analysis of customer activity.