Customer Support Analyst troubleshooting FacilityOS facility - operations software, hardware, mobile apps, and integrations. Resolving customer issues and improving support workflows for a global facilities platform.
About the role
- Senior Technical Support Advocate providing expert guidance on products and customer support. Collaborating with internal stakeholders to ensure user satisfaction and technical issue resolution.
Responsibilities
- Become an expert in all of the company’s products.
- Respond to user support cases in a high volume environment.
- Clearly and empathetically communicate with a wide range of user personas.
- Prioritize critically and comfortably adapt to an ever-evolving product landscape.
- Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale.
- Provide suggestions for improving user satisfaction through support processes as well as to increase efficiency and drive down contact rates.
- Provide technical support to customers via phone, email, and chat in accordance with agreed SLAs.
- Diagnose, address, and resolve technical issues efficiently and accurately.
- Escalate complex issues to higher-level support following established processes.
- Perform investigation and problem tracking to ensure that issues are properly prioritized, documented, tracked, and resolved.
- Participate in training sessions to enhance technical skills and product knowledge.
- Share relevant customer insights and feedback with cross-functional teams to support continuous service improvement.
- Maintain productivity, quality, and customer satisfaction metrics.
Requirements
- 2+ years of experience with high volume product support, preferably in a second tier or escalated support team.
- Demonstrated ability to thrive in fast-paced, reactive situations.
- Strong user empathy and understanding of the lifecycle of a support case.
- Crisp but kind written communication skills and deep attention to detail.
- Experience supporting SaaS products.
- General knowledge of how web-based and mobile applications work.
- Proficiency in CRM software and customer service platforms.
- Strong knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
- Ability to quickly learn and navigate new technology, systems, and applications.
- Experience contributing to the foundations of a support team and sharing process improvement ideas.
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