The Support Expert is a strategic customer advisor and the internal voice for our customer base.
The Support Expert will both have the accountability and responsibility to deliver on our customers’ needs.
This role acts as a liaison between customers and all functional areas within the company to resolve service support inquiries. Working with resources across the organization, the Support Expert expedites the resolution of issues to empower customers to reach their greatest success potential.
Answer phone calls, chat, and emails to troubleshoot issues customers face when using the products, including but not limited to account access, setting up templates and sending documents
Develop technical product expertise within multiple DAC areas
Meet and exceed the company's Customer Support service level goals for areas of DAC expertise
Utilize support tools and resources necessary to get the job done, including email, chat, telephone, and Salesforce
Proactively identify improvements to the product, identify bugs and otherwise determine high-impact opportunities to enhance the customer experience
Promote the products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs
Coach fellow experts via internal support channels