Customer Support

Roles & Responsibilities 

Process technical and non-technical support tickets, always looking for ways to improve ticket-processing metrics.
Reproduce and escalate issues reported by users.
Create and maintain documentation for our knowledge base.
Help prioritize issues in a high-volume environment by analyzing the severity of bugs.
Improve the team’s productivity and efficiency.
Acting as support for the sales team, including study management and various marketing tasks
Own a critical piece of the feedback loop for improving our product, providing insight for the whole team
Various tasks for QA support
Other duties as assigned
Qualifications 

2+ years of experience supporting a technical product in customer support.
Excellent verbal and written communication skills
Experience collaborating closely with teams outside of support
Is comfortable with both Microsoft Windows and macOS environments.
Demonstrates strong reading comprehension and attention to detail.
Familiarity with tools like Zendesk and JIRA.
Knows how to diagnose issues and reproduce bugs.
Ability to work evenings and weekends as needed