- Handle escalated support tickets and troubleshoot complex issues independently.
- Manage cases through the entire support lifecycle including triage and bug reporting.
- Meet or exceed customer expectations on response quality and SLAs.
- Educate customers on product features, functionalities, and best practices.
- Collaborate with tech support, sales, and partner account managers.
- Identify support process inefficiencies and suggest improvements.
- Mentor and train Technical Support Engineer I staff.
- Conduct troubleshooting via video calls for high-priority or complex cases.