Global Customer Advocate

4 days ago


Dublin, Dublin City, Ireland Themis Solutions Inc. Full time
Job Description

We seek a skilled Customer Support Specialist, EMEA to join our Customer Success Team in Dublin. As a trusted advisor, you will drive effective change by representing the voice of the customer and acting as the connective tissue between our Customer and Product teams.

Key Responsibilities:
  • Handle a high volume of inbound requests by phone, chat, and email with an eye to making the customer experience as effortless as possible
  • Advocate for the value we provide and become an expert in all of our features and functionality
  • METHODICALLY TROUBLESHOOT TECHNICAL PRODUCT ISSUES, REPRODUCING AND COORDINATING RESOLUTIONS WITH OUR TECHNICAL ESCALATIONS, PRODUCT, AND CUSTOMER SUCCESS TEAMS;
  • Confidently answer questions asked, provide advice, training solutions, and proactively solve the customer's next challenge to help them get the most out of working with us
  • Add to our knowledge base, consistently check for quality, and coach our users in the usage of self-serve resources
  • Capture feedback on the product for use by our Product team
  • Contribute to personal and group projects to improve service delivery and processes across the department


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