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Customer Service Representative

2 months ago

Indianapolis Indiana, United States Authenticx Full time
About the Role

We are seeking a highly skilled and motivated Support Analyst to join our team at Authenticx. As a Support Analyst, you will play a critical role in providing exceptional customer service and technical support to our clients.

Key Responsibilities
  • Technical Support:
    • Respond to customer inquiries and assist in troubleshooting and resolving technical challenges
    • Develop a deep understanding of Authenticx software and its features
    • Work from a queue of new requests to provide troubleshooting and support to clients
    • Utilize sound judgment for identifying issues and adhere to established escalation processes
    • Communicate with users with confidence, accuracy, and friendliness
    • Track all calls and emails by client using a ticketing system
    • Assist with platform administrative tasks such as setting up new clients, configuring access, building reports, and sharing product knowledge with others
  • Quality Assurance:
    • Review new product release notes and perform QA testing according to test scripts
    • Perform platform-wide regression testing
    • Identify, reproduce, document, and determine the impact of any bugs identified
    • Provide detailed product feedback surrounding new features or enhancements
Success Metrics
  • Positive customer feedback from external and internal customers
  • Timeliness of completing work tasks and assignments
  • Accuracy and quality of work
  • Ability to maintain subject matter expertise as it relates to the Authenticx platform