Advocates for the customer while supporting user-centric issues on the Newstore platform as well as integration related technical issues Collaborates with project teams internally as well as integration partnersResearches customer issues and articulate technical issues concisely to engineering teams Minimizes customer escalations by utilizing resources (Slack Archives, past cases in Salesforce, Newstore documentation as well as Technical Support team)Educates customers on the technical capabilities of the platform (Newstore App and Web Platform)Manages and prioritize multiple concurrent customer inquiries according to severity and customer business impactWrites knowledge base articles to enable customer self-help as well as internal technical articles for engineersStays up to date on new product features and functionality as it becomes availableUpdate Status Pages when there are known outages and/or service degradation issues the will affect multiple customers to decrease inbound inquiriesCreates JIRAs for engineering tha inquire further investigation to identify root causes and discuss mitigations and solutions to avoid having the same issue occur againMaintains active communication in Slack with Technical Support team to ensure everyone is on the same page Connects with the Technical Support team for daily Stand Up meetings via Google Meet Uses private and public API’s in Postman to investigate platform related issuesTools used to investigate customer related issues: Opensearch (Logstash), AWS

Provides beneficial technical support and customer service to clients by researching and analyzing client issuesTroubleshoots Tier I and Tier II inquiries in a timely mannerConnects with customers via email, chat, phone or Zoom/Google Meet callsManage/monitor high-severity issues and escalations to assure focus remains on the highest priority issuesCommunicates rationale and time frame clearly to customersPerforms root cause analysis and manages the lifecycle of corrective actionsMaintains strong communication internally with cross-functional teamsCreate and updates self-service content eg. knowledge base articles, community forum postsKeeps management informed of potential problems while documenting bugs and updates in JIRAOvercome constraints to meet established deadlinesImproves existing solutions Assists in research and evaluation of new product featuresTrains and mentors new employees with corporate infrastructure and help build their expertise of how to use the systemImprove stability and performance of system and and networks Technology Supported: network, application (iOS, Android)

Identify, prioritize and resolve customer inquiries within a set SLADe-escalate situations involving dissatisfied callers, offering patient assistance and supportFollow up regularly to ensure customer satisfactionProvide platform assistance, best practice knowledge, and product trainingUtilize instinct and resources to combine past experiences with real-time research to solve problems and find ways to maximize productivityInspire customer success through culture; create inspiration, self-respect, a sense of ownership and excitement

Process technical and non-technical support tickets, always looking for ways to improve ticket-processing metrics.Reproduce and escalate issues reported by users. Help prioritize issues in a high-volume environment by analyzing the severity of bugs.Focus on high value content in response to customers, by providing a solution in the first response as well as anticipating future needs of customers.Work proactively and make in the moment decisions that align with company policies.Recognize trending topics or pain points that should be handled in the appropriate order of received.Acting as liaison between clients and management to enhance overall client experiencePartner with CSM for troubleshooting and de-escalation of customer issuesAnalyze customer ticket data via Zendesk Explore and manage cross-functional meetings internally representing the existing customer’s voice