- Monitor incoming, assigned, and escalated support tickets to ensure timely resolution.
- Coordinate ticket triage activities and ensure appropriate assignment across the organization.
- Monitor SLA thresholds and communicate potential risks to leadership.
- Facilitate collaboration between engineers and support resources to balance workloads.
- Review ticket records for accuracy and compliance with established standards.
- Conduct follow-ups on stalled or aging tickets to ensure progress.
- Provide backup coverage for Help Center phone queues as needed.
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