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Jobs at Alumni Ventures Portfolio Companies

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Support Specialist

NeuroFlow

NeuroFlow

Customer Service
Philadelphia, PA, USA
Posted on Friday, June 30, 2023

What you will do:

  • Respond to customer queries that come in via application, phone, and email in a timely and accurate manner and within the designated support response time frame.
  • Follow up with members and customers until the reported problem has been fully resolved.
  • Work within the support ticketing system to ensure all initial contact and follow up is well documented.
  • Assist client facing team members troubleshoot and resolve product technical issues, and report to engineering as appropriate.
  • Escalate tier 3 support requests as per appropriate internal processes.
  • Act as a liaison between client success and other client facing teams and the product/engineering departments to communicate status and impact of technical issues.
  • As needed, work with Client Success management team to identify impact of technical issues and if warranted assist in determining appropriate client/member communication path.
  • Proactively identify and report and trends noted in support tickets to appropriate department or CS Leadership.
  • Maintain self service member facing knowledge library
  • Deliver monthly and quarterly reporting on Member and Client Support activity and trends.

Requirements:

  • Experience as a client support specialist or similar role
  • Zendesk experience is a plus
  • Jira experience is a plus
  • Excellent communication and problem solving skills

This is a hybrid role in Philadelphia