Job Summary: 

• Monitor and respond quickly and effectively to incidents and defects received through the Client Support Service Desk by Service Now portal, email, or phone.
• Provide first-level (Tier 1) contact and convey resolutions to customer issues
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease in troubleshooting
• Work through the problem-solving process with customers, empowering them to do the same in the future
• Report significant and recurring issues to the Tier 1 support team and supervisor
• Properly escalate unresolved queries to the next level of support
• Track, route, and redirect problems to appropriate resources
• Update customer data and produce activity reports
• Document internal procedures

Skills on Resume: 

• Incident Response (Hard Skills)
• Customer Support (Hard Skills)
• Problem Solving (Soft Skills)
• Customer Communication (Soft Skills)
• Escalation Handling (Hard Skills)
• Issue Tracking (Hard Skills)
• Report Generation (Hard Skills)
• Procedure Documentation (Hard Skills)

Job Summary: 

• Troubleshoot, resolve, and respond to client questions received via phone and e-mail
• Provide quality telephone and e-mail support with a high degree of customer service, technical expertise, and timeliness
• Display teamwork with Senior Client Support Analysts and other departments
• Maintain current knowledge of all product offerings and technical support procedures
• Provide accurate and timely information and solutions to customers
• Accurately document client information and detailed problem/issue descriptions, as well as troubleshooting steps and resolutions
• Provide training on specific tasks in the Aristotle applications
• Work extended and weekend hours
• Recommend procedure modifications or improvements

Skills on Resume: 

• Troubleshooting Support (Hard Skills)
• Customer Service (Soft Skills)
• Team Collaboration (Soft Skills)
• Product Knowledge (Hard Skills)
• Timely Solutions (Soft Skills)
• Issue Documentation (Hard Skills)
• Client Training (Hard Skills)
• Process Improvement (Hard Skills)

Job Summary: 

• Set up and maintain security roles and authorization for users and providers
• Follow up with customers, provide feedback, and see problems through to timely resolution
• Ask educated questions and listen to customers to help determine the root cause of issues
• Preserve and grow knowledge of service desk procedures, products, and services
• Document technical knowledge in the form of notes and manuals
• Assist with the training of incoming staff
• Create step-by-step training material with screenshots for clients
• Ensure proper recording, documentation, and closure using appropriate applications

Skills on Resume: 

• Security Management (Hard Skills)
• Customer Follow-up (Soft Skills)
• Root Cause Analysis (Soft Skills)
• Knowledge Maintenance (Hard Skills)
• Technical Documentation (Hard Skills)
• Staff Training (Hard Skills)
• Training Material Creation (Hard Skills)
• Record Management (Hard Skills)

Job Summary: 

• Investigate and fix live issues on a next-gen MMORTS mobile game using Unity (for multiple platforms), aiming to be played by millions of daily players
• Work closely with customer support and product when investigating issues and fixing problems
• Be part of identifying issues and monitoring the live environment
• Write tools and editor extensions to streamline debugging
• Work in a cross-disciplinary team to identify and fix the root cause issues across client, server, and platform.
• Take tasks from a prioritised Kanban board
• Test code extensively and work closely with the QA team to resolve bugs and to hit goals with a high product quality
• Come up with ways to improve the process, working with other engineers to implement these improvements.

Skills on Resume: 

• Issue Investigation (Hard Skills)
• Cross-Team Collaboration (Soft Skills)
• Live Monitoring (Hard Skills)
• Tool Development (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Task Management (Hard Skills)
• Code Testing (Hard Skills)
• Process Improvement (Soft Skills)

Job Summary: 

• Be the first point of contact for debugging for all tier 3 technical support issues
• Take ownership to provide coding solutions where necessary to resolve complex issues, working independently and cross-functionally
• Develop and deliver support materials, documentation, and training for new and existing products
• Create, update, and maintain ownership of cases, upholding SLAs ranging from low to critical priority
• Maintain a 90% or better CSAT score
• Provide updates, status, and completion information to management
• Provide rotational phone coverage 24/7/365 and provide support in rare cases of emergency

Skills on Resume: 

• Debugging Support (Hard Skills)
• Coding Solutions (Hard Skills)
• Support Documentation (Hard Skills)
• Case Management (Hard Skills)
• Customer Satisfaction (Soft Skills)
• Status Reporting (Hard Skills)
• Phone Coverage (Hard Skills)
• Emergency Support (Soft Skills)

Job Summary: 

• Maintain advanced knowledge of the Forcura platform and post-acute space
• Oversee the day-to-day operations of the Support team while being an expert resource for the team
• Ensure the Support team is operating as efficiently as possible while planning for scale and growth
• Provide support as required by volume and urgency
• Mentor and coach new members of the team to ensure they have the tools and resources necessary to be successful in their roles
• Act as a point of escalation internally and externally, per established internal procedures
• Set expectations with team members based on role and hold them accountable
• Maintain a team culture that is consistent with the overall organization’s culture
• Provide effective and ongoing performance feedback on time
• Serve as the point of contact to Product for UAT and releases, while providing resource availability per established internal procedures

Skills on Resume: 

• Platform Expertise (Hard Skills)
• Team Oversight (Soft Skills)
• Operational Efficiency (Hard Skills)
• Support Delivery (Hard Skills)
• Team Mentoring (Soft Skills)
• Escalation Handling (Hard Skills)
• Expectation Management (Soft Skills)
• Performance Feedback (Soft Skills)

Job Summary: 

• Provides a productive and motivating working environment
• Manages client support associates and monitors their performance 
• Provides excellent service to the customer. 
• Resolves emergency issues, provides training for new employees, and handles service issues beyond associate capability. 
• Works closely with all levels of management as well as internal and external departments.
• Takes ownership of customers' issues and follows problems through to resolution
• Identifies customer service trends and determines system improvements.
• Analyzes variance and initiates corrective actions.
• Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics, and monitoring and analyzing results.

Skills on Resume: 

• Team Motivation (Soft Skills)
• Performance Management (Hard Skills)
• Customer Service (Soft Skills)
• Issue Resolution (Soft Skills)
• Cross-Department Collaboration (Soft Skills)
• Problem Ownership (Soft Skills)
• Trend Analysis (Hard Skills)
• Process Improvement (Hard Skills)

Job Summary: 

• Effectively work with and maintain relationships with internal and external partners
• Ensure teams understand and effectively meet quarterly goals as outlined by the Senior Leadership team
• Work with teams to recruit, select, hire, and maintain an appropriate staffing level
• Supervise the day-to-day operation of the client support team
• Assess service statistics and trends to collect accurate reports
• Analyze processes for efficiencies and areas of improvement
• Recruit, mentor, and develop a client support team
• Manage resources and fully utilize assets to meet qualitative and quantitative targets

Skills on Resume: 

• Relationship Management (Soft Skills)
• Goal Alignment (Hard Skills)
• Staffing Management (Hard Skills)
• Team Supervision (Soft Skills)
• Service Analysis (Hard Skills)
• Process Analysis (Hard Skills)
• Team Development (Soft Skills)
• Resource Management (Hard Skills)

Job Summary: 

• Answer incoming client inquiries and ensure an accurate assessment of the issue is documented and escalated or resolved within the defined SLAs
• Handle tier I tasks and issues, provide appropriate solutions, and follow up with the client to ensure complete resolution and satisfaction
• Proactively identify and escalate at-risk clients and issues to the team lead
• Embrace change and continually participate in suggestions to process improvements while promoting the Lamwork culture and spirit of teamwork
• Demonstrate an increasing level of knowledge and comprehension of Lamwork products and partner integrations
• Accurately document and update client records, support notes, and interactions within the various software systems (Service Cloud, SFDB, and Admin)
• Ensure compliance with Lamwork specifications and regulations and follow established policies, procedures, and workflows
• Inform clients of new updates to services, seek opportunities to increase clients’ utilization metrics, identify up-sell opportunities, and coordinate initial meetings with CSS
• Participate in POD Meetings

Skills on Resume: 

• Inquiry Handling (Hard Skills)
• Issue Resolution (Soft Skills)
• Risk Escalation (Hard Skills)
• Process Improvement (Soft Skills)
• Product Knowledge (Hard Skills)
• Record Management (Hard Skills)
• Regulatory Compliance (Hard Skills)
• Client Engagement (Soft Skills)

Job Summary: 

• Become an expert in the Company’s software applications
• Diagnose and resolve customer issues by phone or e-mail to ensure the highest quality of service for internal and external clients
• Identify and suggest opportunities for operational and product improvements
• Liaise between business and technology team members with customer-facing responsibility
• Participate in quality assurance, ensure 100% client satisfaction
• Understand and manage evolving client expectations
• Review and follow up on internal tickets, tasks, and/or special projects as assigned by management
• Assist with and contribute to marketing and advertising initiatives
• Consistently meet personal/team goals and quotas and adhere to the established work schedule

Skills on Resume: 

• Software Expertise (Hard Skills)
• Issue Resolution (Soft Skills)
• Process Improvement (Hard Skills)
• Team Liaison (Soft Skills)
• Quality Assurance (Hard Skills)
• Expectation Management (Soft Skills)
• Task Follow-up (Hard Skills)
• Marketing Support (Hard Skills)

Job Summary: 

• Support the Client Success Manager's efforts with onboarding, implementation, training, adoption, retention, and high levels of customer satisfaction
• Field incoming support requests via web, telephone, or email
• Resolve incidents and support requests within Freshdesk.
• Troubleshoot software issues, bugs, and questions
• Meet key performance indicators as outlined by management
• Perform accurate, manual data entry tasks
• Update and maintain client information in Salesforce
• Assist in email and phone campaigns to be launched into target markets and companies

Skills on Resume: 

• Client Onboarding (Hard Skills)
• Support Request Handling (Hard Skills)
• Incident Resolution (Hard Skills)
• Software Troubleshooting (Hard Skills)
• KPI Achievement (Hard Skills)
• Data Entry (Hard Skills)
• CRM Management (Hard Skills)
• Campaign Assistance (Hard Skills)

Job Summary: 

• Delivers New Client Welcome Call, onboarding new clients
• Assists Clients with account log-ins and other admin issues within the system of use
• Assists with secure uploads and set up for clients
• Assists clients with uploading documentation into all applicable systems
• Assists internal partners with client-facing related issues, maintaining direct contact with the client
• Assists with updating applicable user guides in Seller Web

Skills on Resume: 

• Client Onboarding (Hard Skills)
• Account Assistance (Hard Skills)
• Secure Setup (Hard Skills)
• Documentation Support (Hard Skills)
• Partner Collaboration (Soft Skills)
• Guide Updating (Hard Skills)
• Issue Resolution (Soft Skills)
• System Navigation (Hard Skills)