Customer Service Desk

Technical Skills

• Manage inbound replies regarding product questions and issues from strategic Partners
• Develop a deep understanding of the platform's features, policies, tools, and workflows. Act as domain expert and point of contact for stakeholders.
• Lead bug triage, analyze, and the collection of user feedback.
• Investigate and resolve issues thoroughly, and turn around any incidents or negative trends in operational work.
• Analyze user trends and client support inquiries in various regions to evaluate growth opportunities.
• Provide real-time elevated, white-glove support service to partners via email.
• Facilitate training overviews for relevant service teams.
• Collaborate with internal and external stakeholders to develop solutions and expand processes.

Responsibility

• Ability to communicate thoughtfully, expertly with customers, and able to solve problems collaboratively and proactively.
• Exceptional writer, particularly short-form, and you're proficient in editing and have superior grammar skills
• Innovative and don't shy away from a challenge. You think proactively to anticipate customer needs and offer solutions to improve the customer experience
• Driven, a self-motivator who asks questions and dives in to help out where needed
• Comfortable working independently or collaboratively in a fast-paced environment
• Ability to exercise judgement in escalating issues as needed
• You have a background in a customer success environment