Offer summary

Qualifications:

Technical expertise in the Globys suite of products is essential., Intermediate understanding of SQL and relational databases is required., Strong communication skills for customer interaction and team collaboration are necessary., Experience in customer support or technical support roles is preferred..

Key responsibilities:

Act as a technical Subject Matter Expert (SME) for customer inquiries and issues.

Reproduce and troubleshoot customer issues, escalating as needed to higher support tiers.

Create and maintain accurate reports, including daily shift handoff and metrics reports.

Engage with cross-functional teams to resolve support queries and improve service delivery.

Job description

Quickly become a technical Subject Matter Expert (SME) on the Globys suite of products
Acknowledge customer issues promptly, process correspondence, and undertake telephone duties
Reproduce customer issues, determine workarounds and escalate to tier 2/3 Support as necessary
Respond to customer functionality questions and provide informal training
Gather supporting data from multiple sources to aid in determining incident Root Cause Analysis (RCA)
Drive support queries and tickets to resolution and provide updates internally and externally
Engage appropriate cross functional team members (engineers, QA, Operations) with action items
Ensure all work is dealt with accurately and followed up daily
Create accurate daily shift handoff reports
Communicate often with customers—daily updates for all incidents
Create metrics reports, presentations, and training materials as requested
Cover other team areas or duties as required
Achieve departmental objectives and individual targets for call answering and correspondence acknowledgement
Achieve and maintain individual targets for productivity, including the creation of FAQs and other documentation
Play an active role in the development of new ideas and procedures
Maintain and build on the team’s working relationship with other teams and departments to provide excellent service to both internal and external customers
Attend regular team meetings and make a positive contribution, ensuring that communication is two-way
An intermediate understanding of SQL and relational databases