Aderant · 5 hours ago

Technical Solutions Engineer

United States

Full-time

Remote

Mid Level

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Responsibilities

Develop and implement critical response strategies, policies, and procedures to ensure efficient and effective customer support.

Monitor and analyze critical response metrics to identify trends, issues, and areas for improvement.

Collaborate with product management, engineering, and other departments to resolve customer issues and provide feedback for product improvements.

Ensure timely and accurate responses to customer inquiries through various support channels (phone, email, chat, etc.).

Manage and escalate critical cases as needed to ensure quick resolution.

Conduct regular training and development sessions for various teams to enhance their skills and knowledge.

Develop and maintain a knowledge base of common issues and solutions to improve solution efficiency.

Stay up-to-date with product changes and updates to provide accurate support to customers.

Foster a customer-centric culture within the R&D team and across the organization.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Client ManagementTechnical TroubleshootingTask Management