Your Mission:Provide high-quality technical assistance and advisory to users, ensuring quick and effective remote responses and solutions to functional issues. Ensure active customer satisfaction by managing service-related projects, reducing and optimizing the customer’s time-to-value.
Responsibilities 🌎
– Provide technical consulting and support to customers via chat, email, and phone regarding our solution.
– Manage support tickets through the Help Desk, addressing Level 1 and Level 2 technical requests and gathering all required information from users.
– Resolve functional issues reported in daily support tickets, providing timely technical assistance to users.
– Maintain daily communication with active customers, ensuring optimal service delivery, and proposing ongoing technical and commercial improvements based on customer feedback.
– Evaluate the severity of incidents, analyze problems, run tests to determine impact (local or global), document issues, and escalate to the Product and Technology area if necessary while keeping customers updated.
– Offer consultative guidance, recommending the most suitable products to meet customers’ technical needs.
– Oversee onboarding projects for new customers, ensuring smooth transitions, successful implementation, and full platform adoption.
– Conduct periodic audits for strategic customers to evaluate Fracttal’s usability and optimize performance.
– Participate in weekly internal and external continuous improvement meetings with Customer Success and Product and Technology teams, preparing monthly progress reports and following up on product enhancement suggestions.
