Responsibilities
- Engage with customers professionally, helping them pinpoint and solve technical problems.
- Ensure customer satisfaction by meeting or exceeding expectations in response quality, timeliness, and overall experience.
- Serve as Queue Manager during weekend shifts, overseeing case handling and support request triaging.
- Offer technical support for various products, focusing on efficient troubleshooting, root cause identification, and resolution. Follow product runbooks and escalate to on-call experts when necessary.
- Handle phone support and alerts, escalating cases as needed.
- Communicate with customers and partners through online support tools, audio/video calls, and screen-sharing sessions. Reproduce customer issues internally for resolution development and testing.
- Collaborate with Support, Engineering, SREs, Product Management, and Customer Success teams. Respect all team members and customers. Document bugs and issues with Engineering or Training/Documentation.
- Prioritize tasks and manage workload with discipline and good timekeeping. Maintain a continuous learning attitude, acknowledging knowledge limitations and learning from experiences.
- Participate in escalation calls to update stakeholders on support cases and assist in creating action plans to resolve customer issues quickly. Show empathy and active listening to understand the situation clearly.
- Ensure adherence to best practices and processes, particularly regarding ISO27001/9001 compliance, security incidents, and data breaches.
Work Arrangement
Alternating work week of either Thursday - Monday or Friday - Tuesday (choice available)
Other
This role has a shifted work week of either Thursday - Monday or Friday - Tuesday (You can choose)
