Responsibilities

• Respond, diagnose, resolve, and track customer support queries across phone, email, and chat; ensure documentation is accurate and complete.
• Meet or exceed SLOs for response and resolution time; proactively manage queues to sustain performance.
• Maintain high CSAT and adhere to internal quality standards in ≥90% of audited cases.
• Assist L1/L2/Tiered teams: respond to consults from other technical support representatives using existing systems and tools; coach peers when needed.
• Establish root cause using approved troubleshooting tools and techniques; provide customer‑facing RCA that is clear, actionable, and timely.
• Assess business impact of issues; apply internal prioritization guidelines and justify priority for each customer report.
• Classify and tag incidents for retroactive analysis; document problem classes and preventative actions to improve product reliability and reduce repeat issu...