Responsibilities
- Diagnose technical problems by analyzing symptoms and asking targeted questions to identify root causes using structured, hypothesis-based methods.
- Prioritize incoming support tickets to efficiently manage workload and maintain service levels.
- Continuously learn and adapt to evolving product technologies and platform updates.
- Communicate clearly and effectively in writing and speech, translating complex technical concepts for non-technical audiences.
- Work closely with internal teams to achieve client-facing goals and resolve cross-functional challenges.
- Take initiative in providing proactive support to designated enterprise accounts.
- Manage high-priority escalations arising from customer support issues with professionalism and urgency.
- Lead and coordinate client-facing meetings related to ongoing support efforts.
- Develop strong, trust-based relationships with key strategic customers to enhance support outcomes.
- Balance time effectively across support tickets, enterprise-specific tasks, and team responsibilities.
- Cultivate ongoing relationships with current clients while delivering exceptional frontline assistance.
- Take full ownership of technical issues from initial report through to final resolution.
- Actively listen to customers to collect necessary details for accurate issue handling.
- Deliver regular updates, resolved solutions, and clear, step-by-step guidance for usability inquiries.
- Investigate and record technical issues reported by customers for tracking and future reference.
- Partner with peer support staff to manage customer inquiries and escalate when needed.
- Coordinate with departments such as Level 2 support, tech operations, product, engineering, onboarding, and customer success to ensure client success.
- Remain informed about system modifications and new product features to support accurate troubleshooting.
Other
- Occasional travel may be required for team gatherings, training sessions, or company-wide events.
- The company is dedicated to fostering an inclusive, equitable, and transparent recruitment process.
- As an equal opportunity employer, diversity is valued and a welcoming environment is maintained for all applicants.
- Candidates needing accommodations or seeking information about data usage during hiring should contact the recruitment team.
- For candidates located in San Francisco, qualified individuals with arrest or conviction histories will be considered in compliance with local Fair Chance Ordinance regulations.
