Dedicated Customer Advocate

14 hours ago


Lahore, Punjab, Pakistan Contour Software Full time
Key Responsibilities
  1. Customer Support and Troubleshooting:
    1. Provide technical support and troubleshoot product issues across multiple communication channels.
    2. Effectively diagnose and resolve customer issues by applying analytical, technical, and problem-solving skills.
    3. Ensure timely resolution and follow-up on all open support tickets.
  2. Collaboration and Communication:
    1. Work closely with other teams to discuss, analyze, and resolve complex issues.
    2. Maintain clear, concise, and professional communication with customers and internal teams.
    3. Provide status updates on customer issues to both customers and management, escalating as necessary.
  3. Technical Investigations and Documentation:
    1. Investigate root causes of reported issues and identify potential bugs or areas for improvement in the product.
    2. Document common issues, solutions, and best practices in a Knowledge Base to empower customers and improve overall product understanding.
    3. Track and prioritize issues based on severity and customer impact, ensuring critical issues are escalated promptly.
  4. Customer Success Focus:
    1. Proactively reach out to customers to gather feedback and understand any challenges they may be facing with the product.
    2. Ensure a positive and professional experience, striving to meet customer satisfaction goals.
  5. Training and Development:
    1. Participate in training sessions to stay updated on product features, industry best practices, and emerging technologies.
    2. Contribute to the creation of internal and external training materials such as help guides, video tutorials, and webinars.
  6. Other Duties:
    1. Provide after-hours or weekend support as needed, ensuring customers receive timely assistance.
    2. Support customer queries and follow through with detailed solutions (approximately fifty percent of duties).


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