- Resolve assigned customer support tickets within SLAs by prioritizing urgency and following clear resolution timelines.
- Maintain steady daily ticket throughput while delivering positive, solution-focused service.
- Adhere to assigned schedules and ensure full coverage of priority contact channels during peak hours.
- Educate customers on new platform features, updates, and best practices, translating technical concepts into clear next steps.
- Proactively guide customers toward ecommerce ordering and reinforce the benefits of self-service.
- Review QA feedback and apply improvements to maintain strong quality scores.
- Document tickets accurately and completely so that internal partners can pick up context without rework.
- Participate actively in team and business unit meetings, contributing to a collaborative support culture.
- Pursue ongoing professional development and apply new skills to improve customer satisfaction and resolution time.
Communication SkillsCustomer serviceAttention to detail+2 more