• Effectively resolve user inquiries via phone, email, chat and screen sharing in an accurate and timely manner • Recognize, document, and alert management of trends in customer calls, chats or emails • Proactively identify product improvements, identify and reproduce bugs, report and escalate to management • Apply a positive and professional attitude and image for all customers and stakeholders • Maintain quality in a fast-paced environment • Ability to uphold company policy and procedures • Maintain confidential data and and customer information • Follow outlined procedures as they pertain to support team guidelines • Ability and drive to perform other core role functions as assigned by management

• Handle incoming calls promptly and professionally. • Research and provide effective resolutions to customer inquiries. • Accurately document call details. • Communicate empathetically and diplomatically with clear, professional articulation. • Meet team goals for quality and customer satisfaction daily.

• Бути голосом і обличчям RiseGuide для користувачів: відповідати на запити через email та чати, в майбутньому — через телефонні дзвінки; працювати у змінному графіку (включно з нічними змінами) та виконувати KPI; • Покращувати процеси підтримки: від дрібних змін у макросах до тестування та запуску нових інструментів і флоу; • Занурюватися у продукт глибше, ніж будь-хто інший: швидко опановувати всі флоу підтримки, знаходити слабкі місця та допомагати робити сервіс ще зручнішим і ефективнішим.

• Manage incoming calls and customer service inquiries. • Provide outstanding customer service that meets the needs of the department standards and performance metrics. • Demonstrate exceptional verbal and written communication. • Build relationships and trust with customers through open and interactive communication. • Learn, retain, and effectively use appropriate systems, programs, and dental knowledge to resolve inquiries. • Access and utilize reference material and other resources to analyze and determine appropriate responses to complex telephone, electronic, and written inquiries. • Create thorough call documentation and follow up on open calls to ensure resolution is achieved within agreed upon standards. • Continuously evaluate and identify opportunities to drive process improvement that increase customer satisfaction. • Must clock in and out as scheduled.