Strategic Customer Advocacy Role
The ideal candidate will have a strong background in customer success and be able to drive strategic growth through exceptional support.
* Troubleshoot complex customer requests, manage the global support queue and backlog, and ensure timely service delivery.
Key Responsibilities:
* Answer incoming telephone calls, open cases in Salesforce, and monitor the Global Support queue.
* Review case priority, maintain strict adherence to SLA requirements based on severity and impact, and collaborate closely with internal teams.
Technical Troubleshooting Responsibilities:
* Utilize Chrome Developer Tools to analyze web applications, debug front-end issues, and perform API testing using Postman or cURL.
* Investigate and resolve issues on Windows Application Servers by conducting IIS and SSL diagnostics.
Benefits:
This role offers the opportunity to work closely with internal teams, utilize advanced technical skills, and drive strategic growth through exceptional customer support.