Provide timely and accurate information to inbound customer requests via phone and email channels
Work closely with other departments to ensure customer needs are met
Ensure standard metrics are met in regards to Support contacts
Adhere to company policies and procedures in each interaction
Ensure accurate documentation of customer interactions within Salesforce to facilitate feedback between Support and Product, as well as with the customer
Triage incoming requests and identify trends/patterns across customer base in order to flag issues as well as potential solutions for the rest of the team
Identify, reproduce, and document bugs for the product and engineering teams
Provide front-line Support for all competencies managed by the IS Support Team