Responsibilities
- Deliver technical assistance to clients via phone and email using the company's ticketing platform.
- Identify, analyze, and resolve technical problems related to systems, products, and services, escalating to internal specialists when necessary.
- Record all customer communications and case details accurately in the ticketing system.
- Act as a bridge between clients and internal departments to manage expectations and ensure clear communication.
- Adhere to service level agreements for response and resolution times by coordinating with Level 1, 2, and 3 support teams.
- Conduct in-depth research and maintain documentation of technical issues reported by customers.
- Stay informed about product enhancements, updates, and new feature rollouts.
- Collaborate with technical support colleagues on strategic initiatives as required.
