Customer Service Advocate
17 hours ago
Role Overview: We are seeking a skilled Customer Service Advocate to provide exceptional support to our growing customer base.
Key Responsibilities:
- Log and manage customer cases, documenting software/hardware problems and solutions.
- Provide timely technical assistance via case, phone, or email, answering customer inquiries and solving problems.
- Represent peers in Global Forums, facilitating knowledge sharing and training sessions.
- Evaluate and escalate complex cases to internal or external support resources and subject matter experts when necessary.
- Support customers in utilizing our platform by offering guidance and training as needed.
- Perform initial triage of customer cases with documented solutions and workarounds, responding to support queries via phone or CRM in a timely manner.
- Manage multiple cases daily and collaborate with peers on case resolution.
- Participate in User Acceptance Testing (UAT) to ensure seamless system integration.
Requirements:
- Previous experience in a Customer HUB or Customer Care function for an Enterprise Software or SaaS environment is highly desirable.
- A good understanding of ticketing platforms and their functionalities is advantageous.
- Experience with using and troubleshooting SaaS applications is required.
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