Software Support and Scheduling Associate

Software Support Responsibilities:

• Respond to customer and internal team member inquiries via phone, email, chat, and Slack in a timely and professional manner.
• Provide Level 1 support for questions and bug tickets with known solutions through email, phone, chat, and slack.
• Follow all internal support processes and procedures as documented in the Client's Product Academy.
• Document all customer interactions, issues, and resolutions in the HubSpot Customer Support ticket.
• All tickets will need to be updated at the time of the ticket closure or escalation with all required fields completed accurate, including but not limited to, ticket description, contact reason category, contact type, associated company, associated contact, appropriate status, etc.
• Diagnose and troubleshoot software issues by gathering information, sharing resources, and providing accurate solutions when possible.
• Escalate unresolved issues to Level 2 support teams when appropriate, including all required information to expedite support for the customer.
• Maintain high levels of customer satisfaction by delivering exceptional service.
• Utilize internal support tools and communication channels to ask questions and alert leadership of issues and trends identified with support inquiries.
• Provide support in accordance with client SLAs. Ensure all inbound questions and tickets are resolved within the set timeframes