Job Description Summary
Global Customer Care is seeking a Lead Analyst to support our Client Success team by enabling scalable resources, supporting internal and cross-functional projects, optimizing internal processes, and supporting the administration and maintenance of the team’s tools and systems.
In the PAS Senior Representative role, you will:
Provide first tier technical support directly to customers, and handle inquiries through CRM, emails and phone to provide customers information about our products and services
Assist customers in solving and escalating operational issues of technical nature, based on their integrations to our Identity Services products by offering precise, detailed answers and suggest relevant troubleshooting guidance
Write comprehensive and thorough reports to the various Engineering, Product, Client Success teams owning the products and services
Assess issue criticality to perform effective prioritization
Contribute to the development of new services as well as process improvement efforts and initiatives associated with optimization of resources and customer support delivery
Serve as a subject matter expert capable of formulating solutions to customer issues through simulation and cross work stream collaboration across Identity Services products and services
Provide guidance and mentorship to less experienced team members
Our ideal Senior Customer Technical Support Representative will have:
Bachelor’s degree in business, communications or related field, or equivalent experience
3+ year(s) experience of customer support or customer success (ideally in a technical product support capacity), with experience providing guidance and mentorship to fellow team members
Outstanding written and verbal communications
Passion about excellent customer service
Curiosity in technical product capability and tech-sav
A reasonable, good faith estimate of the minimum and maximum hourly wage for this position is $30/hr to $36/hr on W2.
Benefits will be available, and details are available at the following link: https://rb.gy/foel75.
