- Respond to inbound calls and messages via case rotation to provide customer support.
- Support Industry Solutions teams to reduce churn and increase software engagement.
- Answer software questions regarding program performance and functionality.
- Manage membership questions, including cancellations, upgrades, and renewals.
- Train professionals on software through Zoom meetings.
- Refer professionals to upsell teams for account upgrades.
- Collaborate with internal teams like Client Success and Account Executives for case escalations.
- Maintain key performance indicators including QA, phone SLA, and CSAT.
Customer serviceAccount ManagementTroubleshooting+1 more