Simpro Software

Compensation

Full Description

• Efficiently manage and prioritize a high volume ticket workstream via live phone and chat (and occasional case work to meet business needs) and collaborate with customers to identify and resolve software-related issues, providing timely and effective solutions. • Ensure first contact response and resolution for non-complex customer queries is within defined targets. • Serve as the first point of escalation for CSRs, providing guidance, assist in handling more complex customer cases and, identifying opportunities to enhance the software, contributing to its improvement. • Take on more challenging cases from CSRs, quickly investigate, troubleshoot, and test customer issues to accurately reproduce problems, create and update case documents based on information identified during troubleshooting, and initiate JIRA tickets into Tier 2 as needed. • Uphold high customer service standards by ensuring that each interaction is customer-centric, empathetic and aims to exceed customer expectations by striving to provide a positive and memorable customer experience in every interaction. • Quickly investigate, troubleshoot, and test customer issues to accurately reproduce problems, facilitating problem resolution. • Create and update case documents based on the information identified during troubleshooting, maintaining thorough records of customer interactions and issue resolutions. • Proactively identify technical issues with the software and accurately report them through our internal escalation channels, ensuring that our technical teams receive the necessary information to address and resolve these issues promptly. • Provides solutions to atypical problems based on precedent or proven practices/procedures; recommends changes to improve efficiency • Gathers information to identify and solve problems that arise with little or no precedent; defines and recommends process improvements • Occasionally engages in system issues or escalated situations • Occasionally acts as an informal resource for team members with less experience