Effectively troubleshoot and resolve customer issues by identifying root causes, test solutions, and help customers implement fixes
Consistently perform timely support case intake and follow up to meet customer service level agreements (SLAs) and team key performance indicators (KPIs)
Document and manage support communications using internal tools, email, phone, and chat
Provide product and support training and assistance to team members and other Northwoods staff
Provide product training to users to facilitate product usage
Demonstrate a friendly and casual rapport when interacting with customers
Properly escalate unresolved issues and requests to other departments for assistance resolving (product development, account management, sales, etc.)
Write and review knowledge base articles and update internal systems with knowledge
Promote and intentionally work to foster an environment and culture of inclusion and equity
Availability to flex work time for infrequent support related activities that may occur outside of typical business hours
Other job-related duties as assigned
Requirements
Associate degree in Information Technology, Computer Science, Business, or a related field; or an equivalent combination of education and practical experience.
1–3 years of experience in customer support, technical support, or a help desk environment.
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