Responsibilities
- Respond to customer inquiries through email and chat, escalating when necessary
- Investigate complex issues and escalate them appropriately to ensure timely resolution
- Maintain compliance with defined service level agreements for all support requests
- Participate in scheduled weekend on-call rotations on a quarterly basis
- Collaborate with Customer Success Managers to strengthen data reliability for high-priority clients
- Deliver a positive and efficient support experience for all users
- Maintain and revise both technical and non-technical documentation as the product changes
- Identify recurring customer concerns and communicate insights to internal teams
- Enhance existing support workflows and implement process improvements
Work Arrangement
Remote — Singapore
Other
- On-call weekend support once per quarter
- Voluntary on-call holiday support
