- Provide first-line technical support to clients using Instar and other Numeris products.
- Investigate and respond to support tickets, troubleshoot documented errors and basic Windows issues, and escalate complex problems.
- Document technical issues, troubleshooting steps, solutions and recurring support information.
- Prepare and update client and internal reports, run scheduled reports, and check outputs for accuracy and completeness.
- Prepare charts, tables and standardized data outputs, and assist with data preparation and validation.
- Coordinate client onboarding and offboarding, product access, user setup, account administration and entitlements.
- Monitor and triage customer requests, route them to the appropriate team members, and track follow-up through resolution.
- Maintain support and reporting documentation, provide backup coverage for routine inquiries and reporting, and assist with basic product training.
- Support User Acceptance Testing for product updates and releases and coordinate client requests with Customer Success, Product, Research and other teams.
Microsoft ExcelCustomer SuccessTechnical support+1 more