Cofactr

• Process purchase lines using the distributor API ordering and manually placing orders through websites. • Learn and use the Cofactr platform to confirm, track, and adjust orders as needed. • Ensure that all of the data shown to our customers is accurate regarding lead times and arrival estimates to the best of our ability. • Problem-solving procurement issues related to delayed parts, decommits, and other availability issues. If necessary, remediate purchase lines. • Quote complete BOMs for customers using our price-solving software. • Contact suppliers for individual part quotes, lead times, and other info. • Report software bugs and issues to our front-end engineering team. • Report data discrepancies and issues to our data team.

• L1 Support: Provide first-line support for customer issues, ensuring accurate, prompt, and empathetic communication. • Ticket Queue Management: Monitor and manage the ticket queue, prioritizing and addressing customer concerns efficiently. • Ticket Deflection: Implement strategies to reduce incoming ticket volume by identifying and resolving root causes and improving self-service resources. • Customer Advocacy: Act as the primary point of contact for support inquiries, ensuring customers feel heard and supported. • Process Development: Work closely with leadership to design and implement scalable support processes for break/fix issues, escalations, and other support needs. • Cross-Functional Collaboration: Partner with product, engineering, and customer success teams to address customer concerns and drive resolution. • Metrics Management: Track and analyze support metrics, including time to response, time to resolution, and customer satisfaction, to continuously improve service quality. • Knowledge Base Creation: Contribute to the creation and maintenance of a comprehensive knowledge base to empower customer self-service and reduce ticket volume.