Job Description
What You’ll Do and How You’ll Have an Impact
- Interact directly with our customers and their partners via email (Zendesk)
- Troubleshoot technical issues and brainstorm solutions to address customers’ needs
- Communicate technical information and ideas in a clear and concise manner, proactively identifying and addressing communication gaps or breakdowns
- Delight our clients with your empathy, product knowledge, troubleshooting skills, and dedication to finding a resolution
- Investigate and escalate bugs to our T2 technical team
- Meet or exceed SLAs (service level agreements) for first reply and resolution times while maintaining ticket quality, and CSAT (customer satisfaction) scores
- Communicate effectively with internal stakeholders to advocate for customers needs
- Maintain help center and internal knowledge bases to ensure our customers and team have up‑to‑date and helpful information
- Be reso...