- Receive inbound support calls and online email inquiries from customers to answer technical questions and solve technical issues- Communicate using phone, chat, screensharing, email and other technologiesMake outbound calls to customers to resolve issues, conduct customer trainings, and follow up on customer requests- Collaborate cross departmentally to do special projects for customers and address complex issues- Work within a ticketing system to document customer interactions and the resolution of issues- Effective working in a virtual working environment- Suggest solutions that our products provide to anticipate customer needs- Ensure customer delight by getting to the root of any issue quickly and following up to make sure the problem is resolved

- Resolving 500+ live chats/month- Supporting Strategic, Enterprise, Scale customers- Querying, analyzing application logs, JSON to identify remediation steps for customers (Datadog)- Reproducing, escalating UI/UX, Backend API, DB inconsistencies to Engineering, QA (Jira, GitHub) - Running CLI commands to initiate ad-hoc integration syncs, retests, and DB updates (Terminal) - Submitting feature requests, summarizing feedback for Product review (Productboard, Jira) - Navigating, editing AWS RDS/Aurora databases on request (Sequel Pro, PostgresSQL, Retool) - Recording personalized videos of step-by-step workflows to unblock customers (Vidyard)- Troubleshooting, documenting 100+ integrations, including:

 Okta, Microsoft 365, Google Workspace, OneLogin, AWS, GCP, Azure, GitHub, GitLab, Azure
 DevOps, Intune, Jamf, Kandji, Hexnode, Rippling, JumpCloud (Mac, Windows, Linux), Jira,
 ServiceNow, Asana, Datadog, New Relic, Merge.dev, Gusto, Workday, ADP, Rippling, Paylocity,
 Checkr, Certn, Curricula, KnowBe4

Support Operations

- Receive inbound support calls and online chat inquiries from customers to answer technical questions and solve technical issues- Communicate using phone, chat, screensharing, email and other technologiesMake outbound calls to customers to resolve issues, conduct customer trainings, and follow up on customer requests- Work with external IT, ISPs (internet service provider), or vendors to resolve customer problems while maintaining a positive attitude- Collaborate cross departmentally to do special projects for customers and address complex issues- Work within a ticketing system to document customer interactions and the resolution of issues- Effective working in a virtual working environment- Suggest solutions that our products provide to anticipate customer needs- Ensure customer delight by getting to the root of any issue quickly and following up to make sure the problem is resolved

- Receive inbound support calls and online chat inquiries from customers to answer technical questions and solve technical issues- Communicate using phone, chat, screensharing, email and other technologiesMake outbound calls to customers to resolve issues, conduct customer trainings, and follow up on customer requests- Work with external IT, ISPs (internet service provider), or vendors to resolve customer problems while maintaining a positive attitude- Collaborate cross departmentally to do special projects for customers and address complex issues- Work within a ticketing system to document customer interactions and the resolution of issues- Effective working in a virtual working environment- Suggest solutions that our products provide to anticipate customer needs- Ensure customer delight by getting to the root of any issue quickly and following up to make sure the problem is resolved