- Serve as the frontline support contact for ECP customers via phone, email, and ticketing systems.
- Troubleshoot technical and product-related issues from identification to resolution.
- Maintain accurate customer records in HubSpot.
- Document cases clearly and consistently following best practices.
- Meet service level agreements (SLAs), KPIs, and performance metrics.
- Manage customer escalations professionally.
- Participate in a rotating on-call schedule for after-hours support.
- Collaborate with teammates and Product Management on enhancement ideas.
- Support company initiatives, including product launches and documentation updates.
Problem SolvingCustomer supportSaaS+2 more