Technical Customer Care Representative

* 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