Customer Support

• Perform basic troubleshooting for login, interface, device, connectivity, and report issues
• Handle tickets, including assigning, reassigning, follow-up, prioritization, and documentation according to KPIs
• Assist customers with administrative actions in the interface and guide them through requested actions
• Escalate and forward issues according to procedures to second-level support or other teams
• Manage ticketing boards
• Ensure quality standards are followed and issues are addressed and solved quickly
• Follow communication procedures, guidelines, and policies
• Support Controlant’s IoT, cloud-enabled Cold Chain as a Service® platform and supply-chain automation solutions

Customer Support Representative

• Provide accurate, empathetic, and on-brand customer support
• Handle product questions and nuanced account and subscription needs
• Support Superhuman customers through General Support, Business Support, or Mail Delight
• Handle account, subscription, and product-offering inquiries via email
• Support Grammarly for Business and Grammarly for Education customers via email and live chat
• Help Superhuman Mail customers master email and troubleshoot problems via email
• Proactively address customer dissatisfaction and offer policy-aligned solutions
• Collaborate on projects improving the efficiency and quality of support operations
• Use AI tools to support customers more efficiently and accurately
• Collaborate with Product, Engineering, Sales, Account Management, and Customer Success
• Work toward support service-level agreements and improve customer retention and advocacy

Customer Care Specialist

• Respond to client product functionality questions
• Provide technical troubleshooting through email, live chat, and scheduled live video sessions
• Develop in-depth expertise in the Optro platform and explain product features and functionality
• Collaborate with engineering and product teams to escalate issues
• Provide client feedback to drive product improvement
• Use AI tools and internal knowledge bases to draft responses, summarize tickets, and identify key client issues
• Identify trends in client feedback and recommend changes to improve the user experience

Client Support Specialist – PT Hours

• Lead, support, and develop a team of Customer Service Representatives and Specialists to deliver high-quality customer support and achieve performance targets.
• Oversee and manage daily operations, resource allocation, service levels, and key performance indicators.
• Manage complex customer escalations and ensure their prompt resolution in collaboration with internal and external stakeholders.
• Collaborate with Service and Repair teams and cross-functional departments to ensure alignment of operational requirements and customer service processes.
• Promote accountability, customer focus, and continuous improvement through performance management and coaching.
• Lead the implementation and adoption of process improvements, system enhancements, and organizational change initiatives.
• Analyze operational performance data, identify improvement opportunities, and implement corrective actions.
• Ensure compliance with quality standards, regulatory requirements, audit expectations, and company policies.

Senior Customer Service Supervisor

• Act as the central IT interface to Hitachi Internal Audit
• Enable efficient audit execution, timely provision of evidence, and sustainable remediation of audit observations
• Coordinate IT-related Internal Controls & Audit activities
• Ensure timely and complete provision of requested audit evidence
• Support remediation and strengthen audit readiness
• Identify recurring audit themes and support organizational improvements
• Coordinate IT stakeholders during audit preparation and execution
• Act as primary interface between Internal Controls & Audit, Cybersecurity, other internal organizations, and IT
• Collect, review, and consolidate requested evidence
• Coordinate evidence provision from external service providers where activities are outsourced
• Track findings, actions, owners, and remediation timelines
• Support teams in developing sustainable remediation plans
• Identify recurring weaknesses and translate them into improved standards or controls
• Escalate overdue or material audit topics to management

IT Internal Audit Support Specialist

• Respond to player queries through approved ticketing, chat, email, and social support channels
• Triage player issues, investigate reported problems, and follow documented steps
• Provide clear, friendly, and accurate responses in line with project guidelines
• Become familiar with supported games to better understand player issues
• Carry out account actions where permitted by written policy and access permissions
• Document player issues, trends, bugs, and escalations in the appropriate workspace
• Escalate complex, sensitive, or high-impact issues to internal or client-side teams
• Meet agreed service level, productivity, quality, and player experience targets
• Assist with reporting by tracking information through approved platforms and spreadsheets
• Support managers and teammates with role-appropriate tasks when needed
• Maintain confidentiality, data privacy, and information security standards

Player Support Agent, German

• Install radiotherapy and radiosurgery systems for customers in the region, Spain, partly Portugal and other European countries
• Provide after-sales service, including diagnosis, service, maintenance and repairs
• Act as the technical Brainlab face to customers by communicating efficiently and responding appropriately to problems
• Conduct routine calibrations and preventive maintenance services
• Familiarize physicist teams with Brainlab products; dedicated trainer team performs further customer training
• Provide full service satisfaction to clients

Support Specialist – Radiotherapy, RT

• Provide high-quality customer support to Italian- and English-speaking clients
• Build and maintain long-term, trust-based relationships with customers
• Respond to inquiries via phone, chat, and email in a timely and professional manner
• Handle complaints by offering clear explanations and effective solutions
• Monitor financial markets and stay informed about relevant developments
• Update, verify, and maintain accurate client information in the CRM system
• Collaborate with international branches and internal departments to ensure smooth service delivery

Junior Customer Support Specialist

• Handle first-line customer and internal-user requests via chat, email, and rarely phone in English
• Provide consultations about Cloud, CDN, Hosting, AI, and other products and services
• Resolve technical issues through technical diagnostics
• Collect information about customer and user incidents
• Escalate incidents to higher levels of technical support when needed
• Work a rotating schedule of two consecutive day shifts followed by two days off

Customer Support Specialist, Day Shift

• Handle first-line customer and internal user requests via chat, email, and rarely phone in English
• Provide consultations about Cloud, CDN, Hosting, AI, and other products and services
• Resolve technical issues through technical diagnostics
• Collect information about customer and user incidents
• Escalate incidents to higher levels of technical support when needed
• Work two consecutive night shifts followed by two days off