**Who are we?**
Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.
**What will you do?**:
- Be flexible to work in staggered shifts including one of the weekends ( either a Saturday or Sunday)
- Provide guidance, training and assistance to team members for dealing with internal and external escalations.
- Identify patterns of recurring issues and work towards reducing the recurrence by fixing it on the product side or monitoring side.
- Keeping tab of issues that are being escalated to the next level and work towards documenting SOPs that will help the team deal with those issues internally.
- Ensure deployment of updated monitoring scripts for all systems.
- Develop broad expertise for multiple assigned products to maximize first contact resolution.
- Focus on delivery of quality service to customers and partners to drive high levels of customer satisfaction and long-term loyalty.
- Log and track cases maintaining detailed documentation of all interactions and statuses throughout the lifecycle of issue.
- Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher. May include KCS Coach role.
- Advocate for product, policy and process improvements that improve the customer experience.
- Collaborate closely with cross-functional teams to resolve issues and fulfil customer needs.
- Other duties as assigned
**What will you bring?**:
- Passion for helping customers succeed.
- Excellent verbal, written and interpersonal communication skills.
- Strong diagnosis and problem-solving abilities.
- Time management and critical thinking skills.
- Bachelor's or master's degree in Computer Science, Information Systems, or equivalent.
- 1+ years of experience in a customer-facing role
**About our culture