Responsibilities
- Manage enterprise support tickets from start to finish, including assessment, problem-solving, and resolution, ensuring consistent and complete communication.
- Analyze integration problems using existing logging tools prior to customer outreach or internal escalation.
- Take ownership of escalated cases from analysts and lead customer discussions when necessary to achieve resolution.
- Support chat-based customer inquiries as business needs require.
- Maintain proactive and transparent communication with customers, ensuring clarity on status, ownership, and next steps.
- Incorporate AI-powered tools into daily workflows for issue diagnosis, knowledge access, and customer interaction.
- Enhance the team's knowledge base by documenting insights and solutions for faster future resolution.
- Report repeated issues and emerging patterns to leadership to inform product improvements.
- Guide junior team members and share technical expertise across the support team.
- Deliver training sessions in areas of specialization, including onboarding and periodic refreshers.
- Lead and participate in cross-functional projects, collaborating to define needs and implement solutions.
- Propose and help execute process improvements in coordination with leadership.
