Responsibilities

The Customer Support Technician will deliver excellent customer service and support to end-users through various channels, including email, phone, and live web sessions, by identifying problems, researching solutions, and guiding customers through corrective steps. They will interact with customers to provide and process information regarding products and services, follow up with customers, and escalate priority issues to senior team members as needed. The role involves gathering customer information, analyzing logs and error messages, providing clear solutions, documenting issues, and collaborating with internal teams to build a knowledge-sharing culture. Furthermore, the technician will maintain proper case documentation in Salesforce, stay current with system updates, and potentially work overtime, including evenings, weekends, and holidays, as part of an on-call rotation.