- Manage live chat and support channels, ensuring fast and accurate responses
- Resolve client queries efficiently while maintaining a high standard of communication
- Escalate complex issues to the appropriate teams when needed
- Maintain professionalism and empathy in all client interactions
- Identify and troubleshoot client issues across platform usage, onboarding, and workflows
- Handle support tickets and follow through until resolution
- Flag recurring issues or bugs to internal teams
- Follow and utilize internal documentation and SOPs effectively
- Contribute to improving FAQs and knowledge base content
- Document new solutions and recurring fixes to support team scalability
- Maintain accurate records of interactions in support systems (e.g., Intercom, Zendesk)
- Support internal teams with insights on client feedback and common pain points
- Ensure adherence to SLAs (response time, resolution time, quality standards)
Zendesk