- Own the resolution of customer requests, questions, and issues to deliver a best-in-class customer experience across all EverTrue products and communication channels.
- Partner with support teammates to triage new ticket submissions, resolve Tier 1 inquiries, and appropriately escalate Tier 2 technical tickets to subject matter experts through internal channels.
- Manage personal workflow and ticket queues to consistently meet or exceed established KPIs and Service Level Agreements (SLAs).
- Work cross-functionally with Customer Success, Sales, Services, Engineering, and Product teams to resolve complex customer issues and advocate for product innovations.
- Support internal technical needs by reporting bugs, testing new product features, and participating in cross-functional working sessions to provide the voice of the customer.
- Maintain an advanced, up-to-date knowledge of the EverTrue product suite, including new feature releases, system changes, and product deprecations.
- Build and optimize internal and customer-facing knowledge bases by creating new technical articles and updating existing documentation.
- Report regularly on team metrics, key performance indicators (KPIs), common user stories, and trending product issues to drive continuous improvement.
- Support the team's growth by providing training, offering constructive feedback, and presenting ideas or findings to internal audiences.
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