- Manage incoming technical support incidents, requests, and changes, ensuring each is prioritized effectively.
- Maintain a personal ticket queue, closing tickets promptly and meeting established service level agreements (SLAs).
- Communicate proactively with customers, providing updates on ticket status.
- Recognize when to escalate issues to Backline Support or other relevant teams.
- Acquire in-depth knowledge of Solution 7 and its integration with NetSuite via SuiteAnalytics Connect.
- Utilize Zendesk and JIRA to meticulously document all client interactions.
- Engage in real-time client calls to effectively resolve technical incidents.
- Assist customers with the installation, activation, configuration, and optimization of Solution 7.
- Develop and maintain support documentation, including FAQs and knowledge base articles.
- Collaborate with cross-functional teams to relay customer feedback and insights.
JiraMicrosoft ExcelCustomer service+3 more