Responsibilities
- Deliver advanced-level technical assistance for a range of digital products to both external customers and internal teams.
- Examine reported issues from frontline support, determine underlying causes, lead diagnostic efforts, and take ownership of resolving technical problems.
- Forward software-related defects to engineering teams, collaborating with product managers and developers to facilitate efficient troubleshooting.
- Adhere to established protocols and escalation procedures to manage customer issues effectively and meet service level agreements.
- Collaborate with cross-functional stakeholders to improve overall customer support quality and responsiveness.
- Identify and highlight persistent, critical, or hard-to-detect issues affecting user experience.
- Create and maintain technical troubleshooting guides and knowledge base content for internal use.
- Maintain flexibility to work rotating shifts, including weekends and public holidays.
Other
Available to work on a rotating schedule that includes weekends and holidays.
