About this role
Serves as a point of contact for a wide range of products and services, fielding inquiries via phone or electronic means. Leverages established protocols and Knowledge Base to address known issues and research, re-create, and test technical issues for assigned product area(s) as directed. Creates and reviews Knowledge Base articles on less common functionality-related questions and common issues addressed by Operational contributors. Collaborates with internal support teams on business problems or improvement opportunities. Participates in quality assurance review of customer impacting tools. Participates in support service improvement projects and initiatives that help drive customer satisfaction and reduce customer-impacting events. Reviews own support service performance metrics, independently.