Customer Support (Level 1)
Customer Support (Level 1)
Summary
Customer Support (CS) is the initial point of contact to receive and resolve existing customer “rainy-day” issue reports (concerning unexpected problems impacting use of the company’s offerings).
Areas of Responsibility
- Support (direct, indirect including partners, integrators, end users)
- Deployment and Training
Specific Duties:
Support:
- Serve as the initial point of contact for customers, end-users, and partners seeking technical troubleshooting and remediation assistance (via phone, email, chat, web meeting, or other channels of communication).
- Diagnose inbound issues in a professional and timely manner, being mindful of any account-specific SLAs, e.g.:
- Determine what the issue is by walking the user through the problem-solving process.
- Inform assigned client success staff for each account and consult with them as needed to gather any helpful background information about the account/user(s).
- Determine whether a solution has already been identified in the company’s knowledge base.
- Determine whether the issue can otherwise be replicated in-house.
- Take personal responsibility for resolving the issue to the user’s success and satisfaction upon first contact whenever possible.
- Remediation actions include but may not be limited to:
- Assisting users with account login and permission issues.
- Assisting users with installing updated hardware, drivers, and/or applications.
- Assisting integrators with base-level access control issues and testing.
- Otherwise educating the user if the issue is a lack of understanding.
- Assisting vendors with preliminary testing of hardware failures.
- Otherwise establishing an interim solution whenever possible to minimize service impact.
- When an issue cannot be resolved at Level 1, escalation to Level 2 for further investigation and next steps, being certain to provide complete information.
- Partner with cross-functional team members to translate and/or escalate the issue if it relates to unfulfilled business/product needs for the customer.
- Open a case for each issue report in the company’s CRM software, ensuring a closed-loop process for receipt, resolution, and reporting of each issue.
- Document all inbound/outbound communications related to each case in the company’s CRM software.
- Manage all cases timely, including courtesy tracking and assistance for escalated cases.
- Help keep the company’s knowledge base of solutions current and complete.
- In support of in-house testing/issue reproduction, assist with inventory tracking and place supply requests for systems, technical peripherals, and related materials.
Deployment and Training:
- As needed, supplement the implementation team with account-specific custom workflows/onboarding during implementation and deployment.
- As needed, supplement the implementation team by providing project QA and assisting with project UAT documentation for specific deployments.
- Conduct training on company offerings for customers, partners, and end users.
Key Qualifications:
- Bachelor’s degree.
- Highly accurate, with good attention to details.
- A sense of urgency about customer support.
- Capacity to thrive in a fast-paced environment and adapt to new ideas while delivering high-quality work.
- Highly motivated self-starter who can work well in a team setting or independently handling multiple tasks simultaneously.
- The ability to work under pressure when necessary, and the willingness to go beyond what is expected to achieve the best results.
- Expertise in the company’s offerings.
- Complete understanding of COE (Common Office Environment) tools; examples include Microsoft Office, salesforce.com, and web browsers.
- Strong verbal and written interpersonal communications skills.
Metrics:
- Successful and timely resolution of support cases.
- Favorable recognition by customers.
- Favorable recognition by colleagues.
- Quality, currency, and completeness of work product.
