Absorblms Client Advocate at Absorb providing technical support and advocacy for clients using the Absorb platform. Troubleshoot and resolve client issues via phone, chat, and email.
Responsibilities
Resolving the issues through phone, chat, and email communication channels in a fast paced environment.
Provide excellent client support by engaging clients, providing clear internal and client-facing communications, conducting investigations, and aiding in quick resolution.
Troubleshoot and perform in-depth investigations to work towards determining the root cause of client/feature issues, next steps, and deliver solutions based on client needs and concerns.
Manage customer expectations regarding estimated response times for issue resolution.
Extensively research and document customer technical issues.
Successfully act as the advocate and voice for the client while simultaneously acting as the voice of the company to ensure that all communications and interactions are delivered clearly and professionally as issue statuses change and resolutions are confirmed.
What you'll bring:
1 + years’ experience in a technical support position, (ideally in a SaaS environment) OR in client facing roles (customer service, food and beverage, airlines, etc)
Basic understanding of core web components.
Exceptional attention to detail.
Proven time-management capabilities.
Excellent communication (both written and verbal) and active listening skills.
Qualification
Exceptional attention to detailProven time-management capabilitiesPrevious LMS/E-Learning experienceTechnical documentation experience
Required
1+ years experience in technical support or client-facing roles
Basic understanding of core web components
Exceptional attention to detail
Proven time-management capabilities
Excellent communication and active listening skills
Ability to grasp technical concepts and explain simply
