The Customer Support Specialist (CSS) will be responsible for managing and triaging all requests that come through support. These responsibilities include, but are not limited to
- Owning all emails, requests and questions that come through the support channel
- Assessing each issue and understanding where it should be escalated
- Customer Success Management (CSM) team for customer workflow issues
- Product (via Shortcut) for bug or software issues
- Performing minor maintenance and correction tasks within the Reconstruct platform
- Maintaining a fair understanding of Reconstruct to effectively troubleshoot support issues
- Assessing and triaging hardware issues that are sent through support
- Providing weekly updates to the Head of Customer Experience and Customer Success Management team on the following
- Number of tickets created
- Number of tickets closed
- Number of open tickets
- Provide beta testing for new features released by product
- Updating technical documentation as appropriate
Skills Required
- Excellent understanding of Zendesk
- Excellent technical writing skills
- Ability to manage and triage issues
- Strong communication skills
- Strong technical troubleshooting skills
This position will report to the Head of Customer Experience. There is no anticipated travel associated with this role.