Expert Support Specialist

As an Expert Support Specialist, you will be responsible for managing complex customer support cases from initiation through resolution. Your role will involve providing expert guidance on product features, functionality, and best practices to ensure customer satisfaction. You will collaborate with escalation and technical teams to resolve high-priority issues in a timely manner. A key aspect of your job will be to document case histories, resolutions, and update the internal knowledge base for future reference. By analyzing support metrics such as case volume, resolution time, and customer satisfaction scores, you will identify trends and areas for improvement. Conducting root-cause analysis and driving continuous process improvements will be essential to enhance support operations. In addition to handling support cases, you will also be responsible for delivering training and coaching to Support Associates on handling complex scenarios. You will escalate systemic issues to Product and Engineering teams, track follow-ups, and ensure seamless collaboration with Sales, Customer Success, and Legal teams to provide a holistic customer experience. Furthermore, your role will involve participating in product feedback loops and beta testing to enhance support offerings and contribute to the overall improvement of the support services. This position requires full-time availability and is open to both experienced professionals and freshers. If you are passionate about providing exceptional customer support, analyzing data to drive improvements, and collaborating with cross-functional teams to deliver a seamless customer experience, we encourage you to apply for this position at btwgroup.co/careers. The work location for this role is in person. Join our team as an Expert Support Specialist and make a meaningful impact by ensuring customer satisfaction and driving continuous improvement in our support operations.,