Responsibilities
- Provided excellent customer support by phone, email, keeping responses within internal SLA targets.
- Troubleshot and attempted to reproduce customer issues using product UIs and basic diagnostic tools.
- Escalate technically complex cases to the Technical Lead with clear reproduction steps and required logs.
- Filed and tracked Jira cases for Engineering when appropriate and followed up on escalation progress.
- Assisted with acceptance testing for new features and supplied feedback from real customers.
- Maintained accurate, single-source case notes and updated knowledge base articles or runbooks for routine fixes.
- Covered PagerDuty Tiered shifts by participating in on-call rotations per team schedule.
- Collaborated with teammates in Slack support channels to coordinate coverage and share troubleshooting tips.
Additional Information
- All employees must engage in appropriate use of the company's electronic information resources.
- All employees must become knowledgeable about and follow relevant security policies and guidelines.
- All employees must protect the resources under their control, such as passwords, computers, and data that they create, receive, or download.
- All employees must promptly report security-related incidents and violations, and respond to official reports of security incidents involving their systems or accounts.
- Reasonable accommodations available upon request; email recruiting@Mark43.com for assistance.
