Respond to support requests via multiple channels (chat, phone, web, online forums, and other channels) and adhere to documented processes

Document support interactions in a company-wide case management system

Escalate and consult unresolved issues to senior staff as required

Research, verify and document product defects

Actively handle the personal backlog of support requests

Manage customer and partner expectations by providing timely updates on the progress

Assist in the fundamental development and maintenance of internal knowledge base quality, via the Knowledge Centered Support (KCS) methodology

Influence and contribute to produ...