- Spend ~85% of the day owning complex T1 tickets
- Assist customers via live chat, email, text, phone, and screen-sharing
- Effectively scope, troubleshoot, anticipate downstream impact, and resolve technical issues while displaying ownership and empathy
- Distill and effectively communicate technical information to customers with varying technical acumen
- Exercise adaptable communication skills, independently determining when to modify existing macros or create new responses to fit each individual case
- De-escalate spicy interactions with confidence, effectively escalating through defined channels to resolve issues when necessary
- Potentially flex into other T1 ticket queues as needed based on volume fluctuations
- Spend ~10% on meetings and administrative tasks
- Spend ~5% on personal development and up-skilling (as time allows)
- Contribute to knowledge, SOPs, enablement, and macros (with manager oversight)
- Proactively surface process and product improvements
- Assist the Customer Support Manager with ad hoc projects
- Identify incidents and accurately follow incident response protocol
- Demonstrate agility, resilience, and the ability to exercise good judgment and critical thinking under pressure
- Provide valuable customer insights by surfacing trends, churn risks, and upsell opportunities
- Build relationships and collaborate effectively with your immediate remote team and cross-functional partners
Problem SolvingCritical thinkingEmpathy+3 more