Fenergo
Toronto, Canada
The Fenergo Customer Support Team is responsible for working with our client’s IT teams to help, guide and provide support for complex production issues with the Fenergo application. Description: Manage the day to day activities of the Customer Support Team Set goals and monitor goals for team members Hire, retain and develop team members Act as point of escalation for customers in all matters related to support Drive SLAs and KPIs defined for Support Build strong relationships with the SaaS Engineering team in order to resolve customer issues in a timely manner Meet with customers regularly to provide an overview of their support tickets as well as key Help driving support strategy including the definition of KPIs, tools, etc… Create and Review dashboards in order to meet customer as well as internal reporting requirements Own customer escalated issues and drive them through to resolution Work with the Customer Support Dev Team to agree timelines for resolution and...