• Troubleshooting, reproducing, debugging, and diagnosing customer issues
• Providing prompt and accurate responses to customers within our SLA
• Logging software defects using a bug tracking system and working closely with technology and product teams to analyze the defects and track them to resolution
• Proactively providing regular and timely follow-ups with customers with recommendations, workarounds, updates, and action plans
• Documenting action plans and progress in case tracking systems
• Escalating complex issues to management as per internally established processes and guidelines
• Leveraging internal technical expertise to provide the most effective solution to customer issues
• Acquiring the required product knowledge and staying up-to-date with product updates
• Building and maintaining test environments and tools for troubleshooting and testing
• Creating new internal or external knowledgebase articles/documentation to capture new learnings for reuse
• Assisting customers outside of normal business hours, if required, including weekends and holidays
• Providing onsite support at customer locations, if required
• Delivering knowledge transfer sessions to customers and/or internal team members
• Reducing/deflecting Support Request volume through education and proactive engagement with customers
• Developing strong relationships with customer and technology teams
• Conducting weekly, semi-monthly, or monthly meetings with Primary Elite care team and customers for case reviews to identify issue trends and opportunities for corrective actions

This is a hybrid position, requiring 3 set days in the office per week, with the expectation of being in the office 50% or more of the time based on business needs.

Job Data by YubHub.