This role will be part of an essential support team that will oversee technical Tier 2 escalations, process workflow and elevating end user experience. The Customer NOC Analyst will serve as subject matter expert demonstrating technical proficiency within the Peacock end user experience, self-service functionalities, and the agent assisted technical support process. The CXOC Analyst will triage technical issues and resolve and/or escalate technical issues to the proper partner/client.
Job listings
$59,323–$70,138
USD/year
As a Customer Support Analyst, you will provide Level 1 & 2 technical and functional support for Lumivero’s suite of products via email, chat, phone, and social media channels. You will develop and maintain support resources and collaborate with members and engineering to identify, test, and fix software issues. You will also serve as the liaison between the customer base and different teams, acting as the voice of the customer.
As a Technical Support Specialist, you will be the main point of contact for issues and questions about Motive. You will provide assistance via calls and emails, and will have the opportunity to define Motive’s support processes and work with the team to develop and scale the Technical Support function. You will answer inbound inquiries coming through Motive’s support hotline, live chat feature or support email address, collect customer support requests and bugs and relay findings to the product and engineering teams and evaluate existing tools.