Responsibilities
● Respond to and resolve incoming technical and application support issues from customers
● Develop strong relationships with customers and a deep understanding of their individual needs and use-cases
● Track resolution of escalated customer issues
● Suggest and implement new procedures to improve customer service
● Recommend new and improved knowledge articles to reduce support cases
● Update knowledge and skills for changes with new product functionality
● Use customer relationship management software (CRM) and other tools to document customer interactions
Skills/Requirement
● 1 to 3 years of experience working in a technical, customer-facing role
● Strong Microsoft Excel skills with ability to create, enhance, organize, and present data
● Understanding of web application technologies (HTML, JS, CSS, XML)
Qualities of an Ideal Candidate
● Preferred candidates will have experience support B2B/SaaS technology
● Preferred candidates will have Procurement, Supply Chain, or related experience
● Proven problem solving abilities including documenting solutions or workarounds
● Ability to collaborate both internally and externally to resolve customer issues in a timely
and effective manner
● Comfortable with fast-paced, high-growth startup environment
rning and taking on new challenges
