Welbi

Customer Support

• Serve as the primary point of contact for customer support across phone, email, and chat
• Troubleshoot product questions, investigate reported issues, and guide customers through platform functionality and best practices
• Resolve access and usability issues for residents and family members using the Welbi Community Portal
• Document bugs, gather relevant details, and partner with Product and Engineering to investigate and resolve issues
• Respond promptly, communicate clearly, and ensure customers feel heard and supported
• Investigate account data and prepare custom reports to answer customer questions and verify root causes
• Analyze support tickets, customer feedback, and satisfaction trends to identify product, documentation, and process improvements
• Share customer insights with Customer Success, Product, and Engineering to help shape product enhancements
• Improve support processes using AI, automation, and other technologies
• Monitor and report on key support metrics, including response times, resolution rates, and customer satisfaction
• Expand self-service resources and reduce support volume through documentation and customer education
• Maintain, organize, and improve Welbi’s online Knowledge Base
• Create and maintain help articles, video walkthroughs, and other educational resources
• Prepare and distribute customer communications, including feature release announcements and the monthly customer newsletter
• Partner with Customer Success, Product, and Engineering to keep education resources accurate and current
• Coordinate client configuration requests, including configuration updates, data imports, and integration support
• Ensure customer configurations are completed accurately, efficiently, and on schedule

Explore Customer Support Specialist at Welbi. Review requirements and application details.

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Customer Support Specialist