Premium Support Advisor - Remote

Overview

The Premium Support Advisor plays a crucial role in ensuring that our Premium Support customers enjoy a seamless experience with our products, focusing on customer satisfaction through proactive technical support and collaboration.

In Short

• Serve as the primary Support contact for Premium Support accounts.
• Collaborate with internal teams to maximize customer satisfaction.
• Conduct monthly ticket reviews to enhance support experience.
• Provide multi-channel technical support via phone, email, and chat.
• Advocate for business needs of Premium clients for timely resolutions.
• Document customer environments and troubleshooting processes.
• Ensure successful delivery of Premium Support offerings.
• Diagnose software application issues and propose solutions.
• Collaborate on new product features with Product and Support Management.
• Manage customer issues through to resolution, prioritizing based on urgency.

Requirements

• Bachelor's degree in Computer Science or related field.
• Minimum 3.5 years of experience in SaaS technical support.
• Ability to autonomously lead technical support requests to resolution.
• Strong technical aptitude for troubleshooting software applications.
• Proficiency in SaaS support tools like Zendesk, Salesforce, Slack, JIRA.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.

Benefits

• Opportunity to work with a forward-thinking team.
• Engagement in innovative learning solutions.
• Collaborative work environment.
• Focus on personal and professional growth.
• Flexible working arrangements.