Responsibilities

• Issue Resolution: Resolve basic issues related to our solutions efficiently and with a friendly approach.
• Internal Collaboration: Collaborate with cross-functional teams in an objective, solution-focused way, prioritizing clear communication, effective troubleshooting, and customer-centric, sustainable outcomes.
• Content Creation: Create and publish instructional content to enhance self-service resources for clients.
• Documentation and Case Management: Maintain detailed notes, document activities, and manage cases in a clear and actionable manner for yourself, your teammates, and clients in alignment with established procedures.
• Product Knowledge: Maintain current knowledge of akoyaGO products, platform enhancements, releases, and functionality changes.
• Client Follow-Up: Ensure timely client follow-up on open cases and expedite the resolution of reported cases, meeting customer expectations.
• Client-Facing Point of Contact: Act as a client-facing point of contact for all service-related needs. This includes virtual meetings, in-person events, phone calls, and email communications.
• Client Communication and De-escalation: Support clients with empathy and clarity, serving as a primary point of contact to address concerns, de-escalate issues, and maintain positive relationships.
• Preventative Practices: Proactively identify opportunities to reduce recurring issues by submitting detailed Product Suggestions, Documentation Requests, and contributing to training initiatives such as webinars, on-site trainings, and user conferences.
• Escalation Management: Escalate complex issues to the Manager of Support Services, or Account Management Team when necessary, ensuring clients receive prompt and effective assistance.
• Billable New Work: Understand and provide information to clients on the distinction between support and billable new work and facilitate a smooth transition to Tier II and/or Tier III representatives teams as appropriate. When completing billable new work, responsibilities include creating estimates, obtaining client approval, executing the work, and creating timely and accurate time entries for invoicing purposes.