Customer Success Representative

Location:
Orlando, FL
Department:
Customer Success

Responsibilities 

  • Answer, research, troubleshoot and document customer issues received by phone, live chat and email
  • Provide detailed solutions and resolution to customer-reported issues.  
  • Read and understand internal logging to effectively triage customer issues. 
  • Assist with off-hours support as needed for specific on-call shifts.
  • Write and maintain documentation for product bugs, feature requests, and customer resolutions.
  • Write and maintain customer-facing knowledgebase documentation.
  • Self-management of customer issues with strong focus on ensuring that issues are fully documented and resolved.  
  • Pro-active outreach to customers as needed to prevent problems from happening.
  • ZenDesk & JIRA documentation, and administration
  • Monitoring and acting upon stalled tickets to ensure high level of service quality.  

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