The Premium Support Specialist provides exceptional support to premium clients, ensuring swift issue resolution and high customer satisfaction. This role involves managing client relationships, troubleshooting technical and platform-related issues, and collaborating with internal teams to deliver seamless support experiences.
Key Responsibilities:
- Client Relationship Management: Serve as the primary point of contact for premium clients, addressing platform, workflow, technical, and bug-related issues with a focus on maintaining strong client relationships.
- Timely Issue Resolution: Ensure prompt responses to client inquiries within agreed SLAs, and take ownership of troubleshooting and resolving technical issues to minimize disruption.
- Workspace & Zoom Support: Engage directly with clients in their workspace, using the dedicated Premium Support Space for troubleshooting, and conduct Zoom meetings for complex issues with a clear agenda.
- Reporting & Documentation: Prepare and deliver bi-weekly reports summarizing support tickets, trends, bug updates, and adoption metrics to clients. Accurately document bugs and collaborate with the development team to ensure timely resolution.
- Collaboration & Escalation Management: Work closely with internal teams to escalate and resolve complex issues. Manage escalations efficiently to ensure client satisfaction.
Key Focus Areas:
- Ensure a seamless and comprehensive end-to-end support experience for premium clients.
- Take full responsibility for diagnosing, troubleshooting, and resolving technical issues.
- Prioritize and track bug resolution, ensuring that issues are addressed in a timely manner.
Qualifications:
- 3+ years prior experience in a customer support role, preferably with large strategic users.
- A passion for people and genuine desire to solve problems.
- A near perfect attention to detail and ability to see big picture needs.
- Proven ability to break down complex problems into clear and actionable next steps.
- Strong written and verbal communication skills.
- Strong time management skills and an ability to efficiently prioritize.
