Job Description

Job Description:

Position Purpose Statement


The key purpose of this role is to be the subject matter expert for key customers regarding the platform, providing system configuration capability support to key customer platform administrators. This includes providing accurate advice to key customers regarding system issues, questions, technical and general concerns, and escalating issues appropriately through internal channels.


Key Responsibilities


  • Performs daily ticket hygiene; review ticket updates and follows through relevant stakeholders to help expedite ticket resolution.
  • Maintaining a high level of professionalism with key customer administrators and establishing a positive rapport through online chat, email, phone, and video conference calls.
  • Providing accurate responses to customer inquiries in a timely manner and to the SLA requirements.
  • Managing customer incidents and escalating in...

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