Found Description
Responsibilities
- Provide tier 1 and tier 2 technical support to clients via Zendesk, our ticketing system, within pre-defined SLAs and handling times.
- Investigate, troubleshoot, and fix complex technical issues and escalation to appropriate internal teams when necessary.
- Maintain clear documentation and communication with internal teams throughout the support lifecycle, and approach each interaction with a customer‑obsessed mindset.
- Collaborate with the Solutions team to relay user feedback, identify recurring issues, run audits, and contribute to product improvements.
- Maintain and update internal knowledge base articles, FAQs, and user guides to enhance self‑service support options and reduce incoming ticket volume.
- Run Quality Assurance check on our Support AI Chatbot and provide ongoing coaching to ensure proper responses for issue resolution.
Requirements
- 1‑2 years in a Customer ...