- Manage multiple tickets and prioritize responses based on urgency.
- Triage, troubleshoot, and reproduce customer issues in labs to resolve product problems.
- Investigate issues using internal and external resources, including relevant log files.
- Own customer issues throughout the ticket lifecycle through resolution or escalation.
- Assess support contract status to determine customer support eligibility.
- Analyze the urgency of reported support tickets and route them using established processes.
- Support customers by telephone, web, email, and chat.
- Complete the 30/60/90-day onboarding plan and pursue annual certification and education.
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