Dedicated Customer Support Expert

1 day ago

Gujranwala, Punjab, Pakistan beBeeCustomerSupport Full time $90,000 - $130,000
About the Role

We are seeking an experienced professional to join our Global Technical Support organization as a dedicated customer support expert.

  • As a key member of our team, you will be adept at building relationships and resolving issues at all levels within Customer Support.
  • You will be the primary technical point of contact for a small number of Enterprise Accounts.

In this role, you will take end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause, and issue resolution.

Meet or exceed customer expectations on response quality, timeliness, and overall customer experience.

  • Work in close collaboration with Customer Success Managers to receive, manage and expeditiously resolve escalations from assigned customers.
  • Collect information and document bugs with Engineering for product issues that are impacting customers.
Responsibilities
  • Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help designated customers integrate and maintain their Account Integrations.
  • Updating and looping internal teams regarding important account SOPs.
  • Ensuring specific account SOPs are created, followed and improved.
  • Personalizing customer experience via relationship building with Fleet Managers.
  • Analyzing Data to Monitor Account Health and Trends.
  • Identifying any possible need for customer education.

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