The core task involves providing day to day customer service & support on the usage of our software products as well as carrying out system implementation. A typical day will involve below listed activities

Respond to 10+ support requests via email every day / phone call

Dig through activity logs to troubleshoot a customer's broken issue

Write and maintain hundreds of pages of help documentation

Create video tutorials to help teach users a specific feature or use case

Create complete product demonstration videos that we can send the download link to prospective customers to download and watch

Analyze hundreds of support tickets to spot trends the product team can use

Help train and onboard new support teammates

Work with 3rd party partners & developers to track down a tricky situation or customer issue with ultimate goal to resolve the issue

Work with the product team to develop a new feature based on feedback from customers

Engage multiple users at once via chat to answer their questions and troubleshoot problems

Condut software product demonstrations onsite or online for individual business owners, board of directors in companies and top stakeholders in various organizations.

Install software, setup / configure the software as per customer requirement and train the users on the new software implemented.

Recieve 20+ inbound phone calls per day as well initiate outbound calls to assist customers on phone / remotely to solve their issues