Customer Support Expert
Há 6 dias
About Sherpany
Sherpany is a mission-driven organization dedicated to empowering teams to lead together and make every meeting count. Our state-of-the-art meeting management tool supports thousands of leaders at multinational enterprises and large organizations worldwide, enabling them to collaborate more effectively and inspire each other.
Your Mission
As a Customer Support Specialist at Sherpany, you will be at the forefront of helping users—ranging from meeting organizers to decision-makers excel in their use of our innovative meeting management solution. Through highly-responsive support, proactive training, and impactful problem-solving, you'll empower users to elevate their meeting practices and unlock their potential to do excellent work.
Key Responsibilities
- Provide fast and reliable first-line support to Sherpany users, meeting response time targets
- Run training sessions, webinars, and one-on-one calls to help users get the most out of Sherpany and improve their meeting practices
- Work closely with Sales and Customer Success Managers, sharing insights and responding to requests to improve user satisfaction
- Categorize support cases, identify trends, and report findings
- Create and update FAQs, the Support Center, and internal guides to make support more efficient and scalable
- Test new features and updates to keep your product knowledge sharp and ensure accurate support for users
- Help with product translations and review in-app text to ensure language quality, providing 'best-effort' translation services when needed
- Cover shifts when team members are on leave to ensure uninterrupted support for our users
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