- Serve as the primary point of contact for a portfolio of SMB and designated mid-market accounts.
- Triage, investigate, and resolve support tickets with urgency and precision.
- Communicate with customers clearly, empathetically, and proactively.
- Investigate platform behavior, configuration issues, and data problems.
- Escalate issues requiring engineering involvement with clear, actionable summaries.
- Collaborate with Scientific Implementation Associates and Managers for continuity.
- Surface recurring issues and systemic bugs to product and engineering teams.
- Improve support tooling, workflows, and documentation.
Data AnalysisMicrosoft ExcelCustomer support