- Respond to and resolve inbound customer support inquiries during the agreed schedule.
- Troubleshoot common capture, release, and configuration issues using training and documented procedures.
- Gather evidence and document technical problems for internal escalation.
- Educate customers about the product and keep them informed through resolution.
- Coordinate next steps with Customer Success, Product, and Engineering.
- Contribute to Help Center articles, internal documentation, and scoped support improvements.
- Flag incorrect or incomplete AI answers and suggest source improvements for review.
- Identify patterns across customer conversations and surface documentation, process, or product improvements.
Problem Solving