HICX

Support Engineer

• Review, triage and respond to customer queries via the help desk tool or email.
• Identify customer needs and help customers use specific features.
• Assist Level 2 support on periodic status calls with customers.
• Analyze and report product malfunctions by testing scenarios or impersonating users.
• Document customer-specific processes.
• Follow up with customers to ensure technical issues are resolved.
• Maintain weekly reports on customer inquiries, responses and feedback to develop customer service analytics and trends.
• Gather customer feedback and share it with Customer Success, Engineering and Product Teams.

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