Customer Operations And Support Associate
CurrentPrologis ReBAR Operations CenterProvide day-to-day operations support as outlined below• Design smart kit solutions according to published standards for each entered asset model as they become needed. Designs may be for a Smart Pump Room Kit, Smart Dock Kit, Electric Meter Kit, or other solutions. • Perform QA checks of all asset models and solution designs. Perform additional QA via Xyicon reports.• Perform V&V activities post-installation of smart kit solutions. • Manage relevant documentation for the ReBAR Operations Center. • Troubleshoot issues pertaining to Prologis asset model data and escalate to the Prologis engineering team according to established standards and practices.• Troubleshoot Xyicon bugs encountered during the day-to-day operations of the center. Follow Xyicon customer support guidelines when escalating issues back to Xyicon.• Ensure all Prologis asset data in Xyicon is meeting Prologis KPIs.• Work closely with Prologis and Xyicon stakeholders to ensure the smooth operation of the ReBAR Operations Center.• Other duties that may come up as the ReBAR Operations center matures.Xyicon Customer SupportEngage in customer support activities for all Xyicon customers• Respond to live chats and emails in HubSpot.• Report customer bugs and issues back to the product development teams.• Record customer feature requests. • Suggest improvements to Xyicon based on customer interaction in collaboration with the rest of the Customer Success team.• Other duties as assigned by management.
