Description:
Accountable for the daily technical support and upgrades of our software products.

Responsibilities:

• Provide exceptional customer service and issue resolution.
• Assist customers with product issues, configuration, integration, and general product usage.
• Be an active listener who can show empathy and patience in a non-scripted environment.
• Communicate information to a variety of non-technical and technical personnel.
• Work in a fast paced, high volume, changing environment.
• Learn and strive to gain new knowledge about product and service change.
• Collaborate with internal teams regarding customer implementations, upgrades, and ticket escalations.
• Be accountable for all assigned work and ensure continued visibility at all times.
• Works with project teams and stakeholders to ensure that all activities associated with an assigned project have established proper ownership, responsibility and accountability for work efforts.
• Collaborates with QA, Development, Professional Services, and Support teams to create and evaluate recommendations to improve process design.
• Document all stages of the customer engagement in a timely and proactive manner.
• Coordinate and participate in customer escalations as the lead DocuPhase representative.
• Participates in cross-functional problem solving process improvement efforts to understand, document, and improve current processes that drive effectiveness and efficiency.
• Conduct training sessions as needed in the areas of Process Analysis, Troubleshooting, and Product functionality.

Benefits: 

• Paid Vacation
• Paid Holidays
• Health Insurance
• Dental Insurance