Found Description
Responsibilities
- Serve as the first line of response for customer issues through the Support Portal
- Gather details, reproduce issues, and provide Tier 1 troubleshooting
- Resolve Tier 2 issues using product knowledge and best practices
- Escalate complex cases to Tier 3 with complete documentation
- Maintain accurate records in Salesforce and Jira
- Contribute to FAQs, knowledge base articles, and training content
- Support Customer Success Managers in customer check‑ins and success initiatives
- Monitor SLA commitments to ensure timely responses
Requirements
- 2–4 years of experience in technical support, help desk, or customer success in a B2B environment
- Strong troubleshooting and problem‑solving skills
- Familiarity with SaaS products and ticketing systems like Salesforce and Jira
- Clear written and verbal communication skills
- Strong organizational skill...