- Serve as the first point of contact for all customer questions and queries.
- Construct and execute plans to identify, escalate, and remediate operational challenges.
- Receive, answer, solve, or route all tickets within Zendesk.
- Collaborate effectively with Sales, Customer Success, Implementation, Engineering, and Product teams.
- Educate users and provide additional training where needed.
- Document support ticket trends and replicate/validate bugs for proper categorization.
- Identify opportunities for platform improvements and create technical documentation.
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