Responsibilities
- Leverage technical expertise to assist clients in the use of their Simplifile software solutions
- Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned
- Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates
- Recognize and respond accordingly to systemic customer-impacting problems
- Participate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the client
- Understand and follow company and departmental guidelines and policies for customer interaction
- Maintain and promote consistent behaviors and delivery across the team
- Manage case backlog to departmental standards
- Effectively use knowledge base, along with all resources available to drive resolution
- Assist in escalated customer issues,
- Assist support analysts in complex troubleshooting efforts.
- Assist in troubleshooting and approving JIRAs, investigate and assist in “needs more info” JIRAs.
- Report Incidents to SRE team, join bridge calls or chat threads to assist further if needed by SRE.
Knowledge and Experience
- Two to four years' experience in a customer service or a technical support role
- Maintain a high level of performance on the support team for 6 months to a year
- Proven effectiveness in a role that requires multi-tasking and strong customer soft skills
- Demonstrated ability to confidently deliver solutions and resolve issues
- Team-oriented, demonstrates a professional and cooperative attitude
- Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly
- Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener
- Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback
- Analytical; proactive; creative problem solver
- Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers
- Act with integrity; demonstrate adaptability; execute consistently against job responsibilities
