- Respond to customer inquiries via Slack, email, and chat, providing clear, friendly, and effective guidance on product usage and troubleshooting.
- Maintain detailed records of customer interactions, resolutions, and follow-ups to ensure a consistently high-quality support experience.
- Develop a deep understanding of BrightHire’s product features and stay up to date on new releases and enhancements.
- Educate customers on best practices and optimization strategies, incorporating customer feedback into support insights.
- Investigate, diagnose, and resolve technical issues efficiently; escalate and collaborate with Product and Engineering teams on complex or recurring issues.
- Contribute to the creation and maintenance of Help Center and knowledge base articles, including step-by-step guides and visual assets.
- Partner with the Product team to ensure documentation accurately reflects new features and product changes.
- Create short “how-to” video tutorials for the Help Center.
- Lead white-glove onboarding and education sessions for Freemium and trial customers, ensuring a smooth and confident start with BrightHire.
DocumentationTroubleshootingTechnical support+2 more