Member Support Position Overview

Mission

The mission of HERO PM Member Support is to help every member get the most out of their HERO systems, through effective communication and support.

Philosophy

We have chosen to do business in a market where people are often not computer savvy, but rely heavily on their computer systems to meet their business needs. We must treat every member with empathy, understanding the magnitude of frustration and business disruption that computer systems can cause. Our business model mandates that we keep our members happy and using our systems effectively, in order to continue renewal income.

Objectives

We work to proactively anticipate member needs, and address them with effective support and informational tools. We react quickly to member requests, providing them answers to their problems with a high degree of accuracy and low likelihood of misinterpretation. We strive to turn our members into raving fans by supporting and helping them on our systems to the fullest extent possible.

Member Support Representatives answer members’ questions, provide information for solving members’ problems, perform simple editing changes to members’ websites, and assess members’ satisfaction and possible upgrade needs. Member Support team members set projects and follow ups for those inquiries that are beyond the scope of Member Support and have a responsibility to see that the members’ receive a timely response. The Member Support Team has the most opportunities for personal contact with members and can help set the tone for a member’s long term satisfactory relationship with our company and product.

As Member Support, we work as a team. Each one of us has responsibilities, but ultimately the team is responsible to make everything happen.