Customer Support Representative

Dropsolid designs, builds, hosts, evolves and creates powerful websites with results. Combined in a digital ecosystem with at its base a CMS (Drupal), marketing automation (Mautic), personalization (Apache Unomi), and even AI. Traditional systems make way for innovative Digital Experience Platforms. Starting from a strong digital strategy, we create the best online experiences for organizations and all their stakeholders.

Our culture is as important as our code, and it’s reflected in our 6 core values: Trust, Connect, Help, Challenge, Grow and Enjoy. They're the foundation and heart of our company. Driven by an open culture, with a focus on long-term relationships and with a passion for customer intimacy, we always put our customers and their needs first.

As a First Line Support Representative in the Customer Success Team at Dropsolid, you will play a crucial role in ensuring our customers experience seamless digital solutions and outstanding support. You will focus on managing and preventing SLA breaches, handling support tickets, and contributing to proactive maintenance efforts. By working closely with the Service Delivery Managers (SDMs) and Project Managers (PMs), you will help maintain an efficient workflow while driving customer satisfaction and operational excellence.

Responsibilities

1. SLA Monitoring and Management:

   • Ensure incoming tickets are monitored and prioritized to avoid SLA breaches.

   • Actively follow up on pending issues, escalating where necessary to meet SLA commitments.

   • Communicate effectively with internal teams and customers about ticket progress and resolutions.

2. Support Request Handling:

   • Serve as the first point of contact for issues related to web applications, websites, hosting, and platform services.

   • Conduct initial troubleshooting and efficiently route tickets to appropriate teams.

   • Maintain consistent and professional communication with customers throughout the support lifecycle.

3. Ticket Flow Management:

   • Work alongside the SDMs and PMs to ensure a steady, manageable ticket flow across the company.

   • Ensure proper categorization, prioritization, and documentation of all support tickets.

   • Identify recurring issues and collaborate with relevant teams for long-term solutions.

4. Proactive Maintenance and Monitoring:

   • Perform routine system checks, identifying and resolving potential issues before they impact customers.

   • Monitor hosting environments, DNS configurations, and SSL certificates to maintain optimal service performance.

   • Suggest and implement improvements to minimize recurring incidents.

5. Customer Experience:

   • Provide exceptional support to customers, ensuring their needs are met promptly and efficiently.

   • Actively collect and share customer feedback with internal teams to drive improvements.

6. Documentation and Reporting:

   • Maintain accurate and comprehensive records of support tickets, resolutions, and procedures.

   • Prepare regular reports on SLA compliance, ticket trends, and identified risks.

   • Support the SDMs and PMs by supplying the correct forecast and invoicing information.

7. Continuous Improvement:

   • Collaborate with team members to enhance internal processes and tools for better service delivery.

   • Stay informed about new tools, technologies, and best practices relevant to the role.