- Compose thoughtful, personalized responses to a variety of customer requests
- Triage incoming requests and spot trends in customer issues to flag for the wider team
- Interact with customers to provide and process accurate, valid, and complete information with empathy
- Log, manage, and follow up on all customer support tickets
- Perform problem-solving tasks, provide troubleshooting, and ensure issues are documented and resolved
- Proactively monitor client dashboards and platforms to assist customers
- Ensure proper and timely escalation of issues to meet expectations
- Identify opportunities and recommendations for continuous process improvement