- Differentiate between, analyze, and troubleshoot user training issues, configuration problems, data quality issues, product defects, and enhancement requests.
- Classify support issues by severity and business impact, escalating defects to Engineering or Product.
- Reproduce reported issues in a test environment and document findings to accelerate investigations.
- Keep customers informed throughout issue resolution with timely updates.
- Create and refine the support knowledge base for user self-service.
- Collaborate with Product to improve platform reliability based on user feedback.
- Define and refine support processes, ticket taxonomy, and SLAs.
- Track support trends, response quality, and resolution drivers to inform improvements.
- Support onboarding for new enterprise accounts.
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