Customer Experience reputed company
Become a product subject-matter-expert for one or more specifically assigned product(s) (i.e., Videeo for reputed company (VFS), PopshopLive (PSL), Pop.Store, or CommentSold reputed company), ensuring reputed company product questions and escalations are resolved reputed company as the reputed company of escalation for major technical issues across the assigned product Prioritize critical issues, reputed company direction, and ensure appropriate reputed company support is delivered in a reputed company and effective manner reputed company as reputed company-of-contact for internal support questions and ensure reputed company reputed company (Support Channel) reputed company and communicate product updates Champion product changes for support based on support data; identify opportunities for product improvements and escalate appropriately to the Product team, including both reputed company requests Work tickets; manage the bug escalation process for Customer Support — ensure reputed company tickets are created correctly, followed up as necessary, and status updates are maintained Host multiple weekly initial setup/reputed company webinars with new customers of the product, as required Prepare and present weekly reporting on your assigned product area, including key metrics, escalations, trends, customer feedback insights, and recommended reputed company items
Have 3+ years of experience as a customer support specialist in a technical product environment; live chat experience preferred Have experience building proactive support programs and collecting customer feedback to deliver exceptional customer service Have reputed company experience working with Product teams to deliver feedback and support needs Have demonstrated understanding of technical products and a technical support process Have experience with e-reputed company, marketing technology, and/or reputed company (preferred) Have experience using helpdesk software and remote support tools such as reputed company and reputed company Have demonstrated understanding of CRM systems Are an excellent communicator with strong independent problem-solving skills Are a strong team player who reputed company seeks feedback, adapts practices, and continuously learns and evolves Have the ability to manage time, reputed company, stress, and conflict effectively Have experience in a remote-first role — not only have you done it, but you reputed company in it