Cumul.io is a B2B SaaS start-up making waves in the data visualization & analytics space. Their SaaS platform helps customers create powerful and native looking customer facing dashboards in days instead of months.
Diagnose and troubleshoot technical problems efficiently and effectively by gathering the required information for analysis.
Resolve technical issues – on your own or together with other teams
Manage customer expectations regarding estimated response times for issue resolution, handle customer complaints
Meet SLAs like response and resolution times by partnering within the team.
Extensively research and document customer technical issues for analysis purposes.
Collaborate with other teams to properly manage customer issues and escalate when appropriate.
Partner with team members on various strategic projects to improve our way of working
Own customer technical issues from initial report to resolution, follow up with customers regularly regarding issue status.
Run monitoring reports for usage, performance, and/or availability.
Document solutions for internal knowledge-base and bring new ideas for innovation and automation excellence into the team.
Help in training the customers and onboard them to make them successful.
New York City