Customer Support Role

Customer Support Role

Support Specialist

  • Communicating Version & Branding 
    • Send reminders to customers that a new version is approaching (every 6 weeks)
    • Send reminder to customers that a new version is released, webinar invite, 700 page, additional services, features (every 6 weeks)
    • Review & approve/reject customer branding (email triggered)
    • Submit a list of all active customers & a list of customers with branding updates to Dev (every 6 weeks)
  • Managing Customer Meetings
    • Review customer status & take follow up action (every 2 weeks)
    • Conduct support meetings, leading customers through the 8 step process, taking notes, and writing follow up emails and tickets 
    • Suggest additional packages based on customer needs (as needed)
  • Managing Customer Communication
    • Read and reply to emails & tickets or delegate to the design or data team (every morning)
    • Write down tickets based on customer conversations (as needed & after every customer meeting)
  • Up-Selling
    • Making sure customers know the other services we provide
    • Making sure customers know the services of our partners
    • Referrals
  • Help Articles
    • Read and review articles
    • Write new articles as needed

 

Miranda 

  • Webinars
    • Build slides for the monthly customer webinar
    • Follow up from monthly customer webinar

 

 

 

 

 

Please read this article before sending emails

https://www.groovehq.com/support/customer-service-email-tips

 

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