Technical Support Engineer
unifonic
Total years of experience :2 years, 5 Months
Onboarding new customers and helping ensure all training sessions are
completed in a timely manner.
• Serve as a mentor, coach, and knowledge resource for the customer to
enhance their vision of how our platform will provide value to their company.
• Ensuring the availability of technical infrastructure, systems, products and
services.
• Execute daily customer support operations including responding to
questions and following up on reported issues across channels (Calls,
E‑Mails, Social Media .. etc.)
• Execute daily operations for assigned customers and implementations,
including schedules, time tracking, case and phone routing, health check
delivery, etc.
• Help in developing and implementing methods to evaluate customer
service, quantifying impact as much as possible.
• Report routinely to managers and to customers about achievements and
improvements planned to address deficiencies.
• Document and ensure that information and services delivered in writing
and visuals (on the web, through social media, publications), including
scripts (real‑time chats, call centers), are written in plain language and
well‑presented.
• Stay relevant and current by conducting your own research, blog reading,
and training to stay on top of industry trends, updates, etc.
• Analyze customer wants, needs, and behaviors through surveys, usability
studies, in‑person interviews, and other research on customer experience
•Analyze delivery channels‑ including websites, social media, call centers,
publications, and other channels (walk‑in traffic and calls) ‑ identifying
opportunities and deficiencies; working with cross‑functional team to fix
them to make sure the companyʼs customers have a first‑class experience.