Customer Experience Representative, Level 2/Technical Support

As a Customer Experience Representative, Level 2/Technical Support, you will employ collaboration, product knowledge, and customer focus to ensure timely and effective resolutions to customer requests. You will employ knowledge and solution-oriented thinking to deliver excellent customer experiences, while acting as an escalation manager for collaborative, multi-team challenges.

This role will escalate unique and challenging requests to Software Engineers (Level 3 Support), Account Managers, and other stakeholders while managing them to completion on the customer’s behalf. A successful Level 2 Representative will empower the Customer Experience team and uphold NetRoadshow’s commitment to exceptional customer experience.

Key Responsibilities:

• Customer Engagement: Engage with Level 1 Representatives and customers in a professional and empathetic manner, actively listening to customer concerns and gathering relevant information to understand the problem at hand. Maintain a customer-centric approach, ensuring that their needs are addressed promptly and effectively.
• Collaboration and Knowledge Sharing: Collaborate with Level 1 customer experience specialists, sharing your expertise and providing guidance in resolving escalated customer issues. Contribute to the development and maintenance of a knowledge base, documenting troubleshooting procedures, best practices, and innovative solutions.
• Problem Analysis and Resolution: Analyze and diagnose complex problems by leveraging your product skills and resources available. Employ logical troubleshooting methodologies to identify root causes, propose viable solutions, and guide customers through step-by-step resolution processes.
• Escalation and Collaboration: Collaborate with Level 3 support and other internal teams when necessary, effectively escalating issues and providing comprehensive information for further investigation or specialized assistance. Ensure seamless communication and coordination across teams to deliver efficient resolutions.
• Knowledge and Expertise: Utilize your knowledge of our products and past solutions to deliver advanced & custom reports, troubleshoot complex issues, and provide accurate resolutions. Continuously expand your understanding of our offerings and update the Customer Experience Team with best practices.
• Continuous Improvement: Proactively identify opportunities for process improvements and enhancements in the customer support workflow. Provide feedback to optimize support tools, documentation, and training materials, ultimately enhancing the overall customer support experience.

Qualifications:

• Customer Focus: Passionate about delivering exceptional customer experiences. Excellent communication and interpersonal skills to effectively engage with customers, understand their needs, and provide clear explanations of proiduct concepts in non-technical terms.
• Collaboration and Teamwork: Ability to work collaboratively in a team-oriented environment. Willingness to share knowledge, provide guidance, and assist colleagues. Actively contribute to a positive and inclusive work culture that values teamwork and continuous learning.
• Problem-Solving Skills: Strong analytical and problem-solving abilities to effectively diagnose and resolve customer issues. Detail-oriented with the ability to prioritize tasks, manage time efficiently, and meet deadlines in a fast-paced environment.
• Adaptability and Learning Mindset: Openness to learning and adapting to new technologies, tools, and processes. Proactive in staying updated with industry trends and advancements in order to provide up-to-date solutions to customers.
• Professionalism and Integrity: Exemplify professionalism, integrity, and ethical behavior. Uphold the company's values and commitment to providing outstanding customer service.