Job Summary: 

• Support products already deployed.            
• Work with customers and internal teams to diagnose and resolve problems.
• Act as a partner to customers and internal teams to achieve product acceptance and field introductions.               
• Act as a first go-to point for customer technical enquiries include questions on future products, demonstrations etc.
• Work closely with the program core team and the Customer Program Manager.
• Report status to the CTS Manager and Customer Program Manager. 
• Provide technical recommendations and conclusions related to outstanding customer issues.
• Contribute to the overall longer term customer relation. 
• Act as a Technicolor technical ambassador towards customers through daily interactions.                       
• Provide feedback to the Technicolor teams about customer technical status, needs and opportunities.   
• Contribute to product definitions.

Skills on Resume:

• Product Support (Hard Skills)  
• Problem Diagnosis (Hard Skills)  
• Customer Partnership (Soft Skills)  
• Technical Enquiries Handling (Hard Skills)  
• Team Collaboration (Soft Skills)  
• Status Reporting (Hard Skills)  
• Technical Recommendations (Soft Skills)  
• Customer Relationship Building (Soft Skills)  

Job Summary: 

• Identify and report system and functional issues, and redirect them to the appropriate team members
• Monitor the process until the issue is solved
• Make sure issues are solved within the shortest possible timeframe
• Have a fluent communication with the customers, keeping updated on the state of tickets
• Solve configuration-related issues, and inform customers if and how they can solve these issues themselves
• Help Clients set up the flow they need using the existing CRM configuration and settings
• Join fast growing global Customer Support team to help manage helpdesk to provide 1st line technical support across growing global customer base.
• Helping customers to achieve business objectives, by providing a single point of contact to resolve any technical issues and ensure customers achieve objectives by utilising solutions to full potential.
• Triaging tickets raised via the IT service desk via inbound calls, email and in-product live chat.
• Offering solutions to resolve any technical support issues prior to referring to the Product and Engineering teams. 
• Report directly to the Global Head of Customer Support and work closely with dedicated Success, Product and Engineering teams. 

Skills on Resume:

• Issue Identification (Hard Skills)  
• Process Monitoring (Hard Skills)  
• Timely Issue Resolution (Soft Skills)  
• Customer Communication (Soft Skills)  
• Configuration Support (Hard Skills)  
• CRM Setup Assistance (Hard Skills)  
• Technical Support (Hard Skills)  
• Ticket Triaging (Soft Skills)  

Job Summary: 

• Create and execute a comprehensive onboarding and continuing education program that trains new and existing Customer Technical Support staff on internal systems (CRM and Online Remedy), departmental processes and call center skills so that they are equipped to deliver industry-leading customer support and experiences. 
• Align all programs with business needs.
• Work with respective product development and technical content development teams to assemble product training content, roll out with CTS teams
• Assist Team Leads in organizing ongoing technical training based on new product launches, known issues, policy changes, performance, and feedback from CTS staff
• Demonstrate flexibility with training style, adapting techniques for learners with different styles
• Track and analyze training effectiveness, adjust programs 
• Establish schedule to perform call, email and chat evaluations and CRM record reviews for all team members
• Hold weekly progress meetings with supervisors to review trainee progress
• Follow up with trainees at specified intervals (i.e. performance, reviews, retention)
• Establish, maintain, and organize training library as appropriate, including training manuals, multimedia training aids, and other educational materials
• Work with the Technical Content Management Team for implementation of new troubleshooting resources
• Use local service visits as training opportunities
• Work with other training internal training departments to maximize efficiency of CTS team training
• Follow document control practices
• Follow all company safety protocols as outlined in the employee safety manual

Skills on Resume: 

• Onboarding Program Development (Hard Skills)  
• CRM Systems Training (Hard Skills)  
• Product Training Collaboration (Soft Skills)  
• Ongoing Technical Training (Hard Skills)  
• Flexible Training Techniques (Soft Skills)  
• Training Effectiveness Analysis (Hard Skills)  
• Performance Evaluations (Soft Skills)  
• Training Library Management (Hard Skills)  

Job Summary: 

• Work closely with other members of the global support team to follow and improve existing ITIL based service desk management.
• Provide 1st line technical support to Encompass customers and take responsibility for the tickets you are working on by keeping the customer up-to-date and interacting with engineering and relevant internal teams to prioritise and resolve.
• Management and administration of support ticketing system (Zendesk) to ensure accurate reporting and monitoring of SLA’s.
• Identify and analyse trends to influence Help & Support strategy (i.e. common support requests and friction points).
• Train and support customers on how to work and administer solutions to ensure continue to obtain value.
• Taking ownership of customer issues reported and identify solutions to resolve.
• Communicating with customers quickly to get the issues resolved within SLA.
• Providing timely and accurate customer feedback and solutions.
• Supporting the role out of new features.

Skills on Resume:

• ITIL Service Management (Hard Skills)  
• Technical Support (Hard Skills)  
• Ticket System Management (Hard Skills)  
• Trend Analysis (Soft Skills)  
• Customer Training (Soft Skills)  
• Issue Resolution (Soft Skills)  
• Customer Communication (Soft Skills)  
• Feature Rollout Support (Hard Skills)  

Job Summary: 

• Become an expert on using products and continuously maintain and improve knowledge
• Use knowledge and experience in supporting Saas products to investigate complex customer issues and identify root cause
• Work with Tier 3 to escalate and transfer verified bugs to the R&D teams and follow up with them on resolution in order to meet SLAs
• Manage issue priorities across multiple customers while ensuring customer SLAs are kept
• Serve as the public face of Gloat for inbound communications with end-users
• Monitor various communication channels for customer inputs
• Receive end-users questions and product queries and provide comprehensive explanations on the platform use
• Receive suspected issue reports from users and investigate them, provide workarounds and escalate issues to the appropriate technical staff
• Improve user engagement by providing encouraging and motivational suggestions to incoming questions and queries
• Act as the voice of customers within Gloat across all departments, regularly sharing user feedback

Skills on Resume: 

• Product Expertise (Hard Skills)  
• SaaS Support (Hard Skills)  
• Bug Escalation (Hard Skills)  
• Priority Management (Soft Skills)  
• Customer Communication (Soft Skills)  
• Monitoring Inputs (Hard Skills)  
• Issue Investigation (Hard Skills)  
• User Engagement (Soft Skills)  

Job Summary: 

• Customer request management and response in terms of products
• Selection of products to propose according to the projects
• Advise customers on technology upgrades and related products and the best possible technical solutions for application
• Acquire in-depth knowledge of clients’ technical and commercial demands and develop a thorough knowledge of the company’s products
• Elaborate proposals in accordance with the clients’ needs in terms of price and products orders management (plant relation, delivery)
• Post-sales customer support and technical guidance on installation and service aspects remotely 
• Managing multiple cases at a time.
• Providing support in the form of procedural documentation

Skills on Resume:

• Customer Request Management (Soft Skills)  
• Product Selection (Hard Skills)  
• Technical Advisory (Soft Skills)  
• Client Demand Analysis (Soft Skills)  
• Proposal Development (Hard Skills)  
• Post-Sales Support (Soft Skills)  
• Case Management (Hard Skills)  
• Procedural Documentation (Hard Skills)  

Job Summary: 

• Answer incoming customer emails, calls, and chats regarding billing issues, product problems, service questions, and general client concerns.
• Maintain a high level of professionalism with clients and working to establish a positive rapport with every customer interaction.
• Update customer information in the customer service database during and after each call.
• Stay updated on product knowledge and be informed of any changes in company policies.
• Processing & documenting key contracts, process customer orders, tracking the shipment of products & offer a top-notch customer excellence experience
• Act as front-line tech support to answer customers’ technical questions – provide technical guidance
• Act as liaison between customers, sales, assay development, data science, software & mfg. ops
• Generate reports & deliver data
• Partner with Sales, Marketing & Finance to successfully execute contracts & reports on business metrics report contract status updates 

Skills on Resume:

• Customer Communication (Soft Skills)  
• Client Relationship Building (Soft Skills)  
• Data Entry (Hard Skills)  
• Product Knowledge (Hard Skills)  
• Order Processing (Hard Skills)  
• Technical Support (Hard Skills)  
• Cross-Department Coordination (Soft Skills)  
• Report Generation (Hard Skills)  

Job Summary: 

• Provide high-level, customized assistance to customers 
• Diagnose and troubleshoot software and hardware problems            
• Help customers install, set-up, and troubleshoot             
• Provide customer support through chat, over the phone, and by email through company CRM system
• Create knowledge base content - both for internal staff and for customers
• Work in tight cooperation with other support agents around the world to provide follow-the-sun support
• Be responsible for the ownership of end-user problems from the initial report up to updating the end-user once resolved
• Manage& recognize issues, research, resolve, & follow-up on routine & complex problems issues by adhering to SOPs & the quality complaint management system
• Set up and maintain help center and ensure the content there is up-to-date and reflects the most recent product releases

Skills on Resume:

• Customer Assistance (Soft Skills)  
• Troubleshooting Skills (Hard Skills)  
• Setup Support (Hard Skills)  
• Multichannel Support (Soft Skills)  
• Knowledge Creation (Hard Skills)  
• Team Collaboration (Soft Skills)  
• Problem Resolution (Soft Skills)  
• Help Center Management (Hard Skills)