Job Description

• Expert working knowledge of our products. You will be the first stop point for troubleshooting and must know how to use our products well (don’t worry - we will train you). • Troubleshoot reported bugs, and explore feature requests that are unclear until the point you have reached a full understanding of what the customer is asking for and why. • Identify and document the reason the customer contacted us and advise on any forming trends that may impact the larger customer base. • Be an advocate for the user. Make sure feedback is documented, bugs are created and processed in a timely fashion. • Respond to the user as quickly and thoroughly as possible and communicate to them that you are working on their behalf to address their issue(s). • Identify process improvements and other product features to reduce the number of customer inquiries. • Increase overall customer satisfaction by meeting and exceeding customer support metrics and service levels.