- Efficiently manage a high-volume, multi-channel ticket queue within our ticketing application.
- Respond to all incoming tickets within internal SLA to ensure immediate customer acknowledgment.
- Maintain an average resolution time that aligns to internal SLA.
- Resolve the majority of inbound customer queries independently using available resources.
- Execute rigorous data capture discipline by gathering critical raw technical data.
- Perform thorough due diligence and complete required technical templates when escalating unresolved issues.
- Proactively surface process gaps, documentation needs, or trending product usability challenges.
- Build strong cross-functional relationships and collaborate with internal teams.