- Triage and resolve support tickets across channels, owning first-contact resolution for assigned categories.
- Perform critical customer administrative tasks including managing vessel, port, and user assignments.
- Diagnose technical product issues by reading logs, interpreting errors, and reproducing bugs.
- Scale support quality by implementing automation, including testing bots, workflows, and macros.
- Author and maintain help-centre articles and internal runbooks to support self-service.
- Identify and escalate repeat issues to Engineering and Product teams.
- Run ticket-theme and sentiment analysis to inform user meetings and proactive outreach.
- Partner with Customer Success Managers on pilot rollouts and cross-team ticket coordination.
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