Dedicated Enterprise Support Advisor

General Responsibilities:
● The Dedicated Enterprise Support Advisor (DESA) works within the Global
Support organization and provides direct product support for our largest
Enterprise clients, while working strategically with our Enterprise Customer
Success Managers to help drive customer retention and success of our
Enterprise clients. The fundamental goal of this position is to help our
customers achieve success using our Harri platform. The role involves
building relationships, helping to ensure a smooth transition to Support from
Implementation, handling and resolving complex technical and functional
support requests from our Enterprise clients, and managing escalations/risks
as needed. This is a strategic role where a typical day will consist of 70%
customer support related tasks and 30% customer success related tasks.

Candidates must have:

• QSR Support experience
• Be accountable for meeting defined SLA's.

Your duties will include, but are not limited to:
● Build relationships with Enterprise level customers and deliver world class
front-line support
● Own customer technical issues from initial report to resolution
● Understand customer needs and pull in resources as appropriate to support
the customer and reduce risk of churn
● Passionately and compassionately listen to customers to gather the required
information to handle customer requests
● Create an amazing experience for customers by providing timely status
updates, issue resolutions and step-by-step instructions on usability
questions
● Extensively research and document customer technical issues
● Collaborate with other support team members to properly manage customer
inquiries and escalate when appropriate.
● Provide case management to ensure target response times are met
● As a customer advocate and account steward, demonstrate relentless
commitment to developing effective solutions to the challenges that
customers face in optimizing their Harri applications.
● Interface with product development and support teams to share client
feedback, generate requirements and evaluate and test new product
solutions.
● Maintain and increase customer satisfaction and ensure retention
● Occasionally be available for Support issues outside of normal business
hours
● Reproduce and submit Product Issues and Feature Requests
● Work cross departmentally as required to resolve customer issues

General Responsibilities:
● The Dedicated Enterprise Support Advisor (DESA) works within the Global
Support organization and provides direct product support for our largest
Enterprise clients, while working strategically with our Enterprise Customer
Success Managers to help drive customer retention and success of our
Enterprise clients. The fundamental goal of this position is to help our
customers achieve success using our Harri platform. The role involves
building relationships, helping to ensure a smooth transition to Support from
Implementation, handling and resolving complex technical and functional
support requests from our Enterprise clients, and managing escalations/risks
as needed. This is a strategic role where a typical day will consist of 70%
customer support related tasks and 30% customer success related tasks.

Candidates must have:

• QSR Support experience
• Be accountable for meeting defined SLA's.

Your duties will include, but are not limited to:
● Build relationships with Enterprise level customers and deliver world class
front-line support
● Own customer technical issues from initial report to resolution
● Understand customer needs and pull in resources as appropriate to support
the customer and reduce risk of churn
● Passionately and compassionately listen to customers to gather the required
information to handle customer requests
● Create an amazing experience for customers by providing timely status
updates, issue resolutions and step-by-step instructions on usability
questions
● Extensively research and document customer technical issues
● Collaborate with other support team members to properly manage customer
inquiries and escalate when appropriate.
● Provide case management to ensure target response times are met
● As a customer advocate and account steward, demonstrate relentless
commitment to developing effective solutions to the challenges that
customers face in optimizing their Harri applications.
● Interface with product development and support teams to share client
feedback, generate requirements and evaluate and test new product
solutions.
● Maintain and increase customer satisfaction and ensure retention
● Occasionally be available for Support issues outside of normal business
hours
● Reproduce and submit Product Issues and Feature Requests
● Work cross departmentally as required to resolve customer issues