Technical Customer Advocate

Customer Support Role

Job Description:

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• Provide timely and effective technical assistance to customers across all communication channels, including email, phone, chat, and ticketing system.

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• Foster strong relationships with customers by delivering helpful and professional support.

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• Develop comprehensive knowledge of our product suite to provide informed guidance to customers.

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• Stay up-to-date on new product features and functions to accurately support customer inquiries.

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• Ensure all troubleshooting steps and solutions are thoroughly documented for future reference.

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• Contribute to the knowledge base and ensure customer-facing resources are up-to-date and easy to understand.

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• Proactively escalate critical or unresolved issues to internal teams, ensuring follow-through until resolution.

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• Lead training initiatives and develop user-friendly guides to help customers optimize their product use.

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• Offer proactive support during setup and integration processes to ensure smooth adoption.

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• Participate in testing new releases to identify potential issues and provide feedback to the development team.

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• Work closely with sales, product management, and engineering teams to align on customer needs and feedback.

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• Share troubleshooting strategies and learnings with peers to drive continuous improvement in customer support.

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• Collect and analyze customer feedback to advocate for necessary product or process improvements.

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• Identify patterns in support issues to drive proactive solutions and reduce repeat inquiries.

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• Act as the point of governance to track and maintain operational health metrics, including uptime, ticket turnaround time, and SLA compliance.

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• Monitor and report key performance indicators (KPIs) to meet customer and internal expectations.

Required Skills and Qualifications:

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• Excellent communication and interpersonal skills.

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• Ability to work independently and collaboratively as part of a team.

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• Strong analytical and problem-solving skills.

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• Proficiency in technical software and hardware.

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• Experience working with customers in a support role.

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• Basic understanding of IT concepts and technologies.

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• Ability to multitask and prioritize tasks effectively.

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• Strong attention to detail and organizational skills.

Benefits:

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• Competitive salary and benefits package.

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• Opportunities for career growth and professional development.

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• Collaborative and dynamic work environment.

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• Recognition and rewards for outstanding performance.

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• Comprehensive training and onboarding program.

Others:

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• Enjoy a flexible and remote work arrangement.

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• Have access to cutting-edge technology and tools.

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• Be part of a diverse and inclusive team.