Hi, I'm -----------. Currently working as a Technical Support Specialist
Current Job Description
- Ensures timely response and resolution of customer cases and tickets regarding Bridge according to service standards and best
practices.
- Answer questions via chat, phone, and email about standard features and capabilities of our platform and promote new features and
extensions as appropriate. Provide advice and solutions to meet customers’ needs.
- Research and troubleshoot routine technical issues and direct customers to additional sources of information (i.e. online tutorials,
FAQs, KB, etc.).
- Escalates issues to the Tier 2 team when necessary with all relevant and required information. Coordinate hand-off with Tier 2 and set
customer expectations for follow-up.
- Performs UAT during product release and reports bugs and feature requests to the product team.
- Documents FAQs and develop product and training guides for internal and customer use.
- Shares customer feedback, pain points, and feature requests, and make recommendations regarding the product and service quality
as a customer advocate within the team.
- Contributes to process improvements, resources, and support guidelines to spread knowledge and positively impact customer
satisfaction.
