Customer Supportability Professional 1

Supportability Specialist

As a Supportability Specialist you will bring detailed knowledge of, and solutions to, customer problems and opportunities based on both quantitative and qualitative data analysis. As a Supportability Specialist, you will troubleshoot, understand and collect data on complex issues working towards finding a solution once and sharing with the many through various channels. Specialists are expected to use their knowledge and experience when providing insights and contributing to projects to ensure positive support experience when bringing on new tools, processes, content or training.

In this critical role, you'll be instrumental in delivering extraordinary customer experiences and spearheading product and process improvements. Our team consistently navigates complex challenges with dedication to excellence, always striving to exceed customer expectations. Key to success are qualities such as resourcefulness, innovation, confidence, and strong relationship-building. Additionally, providing actionable feedback, making decisive choices, reacting promptly, and tackling obstacles with boldness and care are essential. Seize this chance to significantly influence our dynamic and energetic environment.

Responsibilities

• Act as a vital support system and escalation handler for NLH agents and GBSG leaders across various services, utilizing extensive product knowledge and expertise.
• Serve as team Point of Contact (POC), who may provide leadership coverage, supporting and mentoring agents, and ensuring compliance with company policies to uplift team performance.
• Master data utilization by capturing, accessing, analyzing, and communicating key insights to drive improvements and informed decision-making.
• Establish strong partnerships with internal groups to enhance understanding and support systemic improvements across Products, Processes, and People (3P).
• Continually challenge and influence process improvements, engage in proactive problem resolution, and provide critical escalation support, ensuring top-notch customer experiences.
• Lead change by supporting frontline and project teams, creating standard operating procedures (SOPs), and acting as a super user for updates.
• Conduct root cause analysis of customer contacts to aid in prioritizing process or product enhancements, and help maintain updated knowledge bases to assist in customer communications.
• Balance priorities effectively and work independently, employing data-driven decisions to impact deliverable outcomes while building productive internal and external relationships.
• Demonstrate a strong commitment to excellence through dedicated customer service and the ability to deliver projects with clear metrics within predefined timelines.
• Demonstrate robust and transparent communication, actively share updates and address concerns, and propel project success through collaborative teamwork and coordinated efforts.

Qualifications

• Proficient in an array of sophisticated tools including Sentinel, CS Server, Jira, OBill, Salesforce, Iboss, and the Google Suite.
• Skilled in navigating complex data environments using Splunk and SQL.
• Exceptional attention to detail that ensures precision in all tasks.
• Strong collaborative skills, able to effectively coordinate with various levels of the organization and harmonize interdepartmental efforts.
• Advanced critical thinking and problem-solving abilities to navigate challenging scenarios.
• Versatile communication expertise, adept at delivering tailored messages to customers, frontline agents, and engineering teams.
• Strategic prioritization capabilities, with a knack for assessing issue urgency in relation to customer impact and other variables.
• Highly adaptable multitasker, thriving in fast-paced and evolving settings.
• Adept at independent work, efficiently managing time and juggling multiple priorities to meet critical deadlines.