Job Description

Monitor and respond to customer issues via phone, email, chat or web. Manage customer issues from initial report and documentation through resolution. Identify, recreate, research, and resolve product issues and document knowledge gained. Manage customer relationships from initial contact through problem resolution. Maintain a high level of customer satisfaction through professional communication and consistent and timely follow up. Demonstrate product functions and features to internal and external customers either in person or remotely. Draft, review and update knowledge articles and other product support documents. Participate in team meetings and training. Escalate issues when required. Manage level 2 and level 3 customer issues from reporting through resolution. Document symptoms and root causes and draft, review & update knowledge articles for internal and customer use.