Customer Support Executive/manager Job in Astegic

Astegic

What you ll do:

• Respond to a support tickets in a timely manner
• Understand client needs, handle support requests, answer product-specific questions, and resolve technical issues
• Provide support and cater to the specific needs of our new and existing customers
• Recommend and set up customer training sessions
• Be empathetic and have a tough skin when handling customer complaints and issues. It is imperative that Support Engineers have a friendly and helpful demeanor at all times.
• Work with and report to the VP of Customer Success to enhance knowledge base as well as customer support communication automation
• Successfully work with internal partners to identify and address any customer issues
• Provide exceptional customer support and client care

Other qualifying criteria:

5+ years of work experience as a level two technical customer service agent
Prior experience as a developer is a plus
Excellent written and verbal communication skills
Strong computer skills
Experience with Zendesk, Salesforce, Hubspot is a plus
Data-savvy
Willing to work US hours
Willing and able to working from home

Additional Details:

Hours of operation
9am EST- 5pm EST

Tasks and assignments

Integrations

Audit Integrations on record monthly- work with sales ops to update CRM/MA and enablement tools
Certification for SFDC
Certification for Hubspot
Dedicate time each month with the product and development team to fix and support integration issues
Work with development team for quality assurance testing
Update the Knowledge base with current integration documentation
Work with VP of Customer Success to create trainings on user experience within integration
Document troubleshooting for integrations for scaling

Research

Keep ZenDesk up to date with user details for research team visibility
Confirm ROD request for research team when needed via Slack channel
Responsible for daily customer ROD ingestion

Support

Work for with the VP of Customer Success to deploy an urgent ticket process as well as a standard process
Work with the VP of Customer Success to standardize and automate the support process
Regularly update knowledge base
Document troubleshooting
Work with the VP of Customer Success on training improvements based on ticket analysis
Customize user accounts by creating tailored searches and account list for customer requests- criteria gathered by the CSM
Work with product and development team to fix bugs and quality assurance testing

Steps for managing a case in Zendesk
1. Assign the case to yourself via the 2nd level support field
2. Make sure the ticket has a contact and account associated with it for reporting
3. Set a status
4. Set a category for reporting

Cadence for support
Day 1- respond to ticket and resolve
Day 2- Follow-up about satisfaction if customer did not respond
Day 3- Call and follow-up if customer did not respond
Day 4- change to close status

Administrative

Report weekly on ticket volume, response, resolution, ticket trends, support by customer alerts to CSM
Trial usage review
Standardize the internal email append process with Marketing and Development
Set up trial accounts

Measurements of Success:

Ticket resolution time
Ticket response time
Number of reopened tickets
CSAT survey (customer satisfaction)