- Provide timely, empathetic, and technically accurate responses via live chat, email, and phone/screen-share.
- Own each customer issue from initial report through resolution, coordinating with technical teams as needed.
- Troubleshoot complex platform issues including domain connections, payment errors, and integration timeouts.
- Identify, reproduce, and document bugs for downstream technical teams.
- Educate customers on best practices and features to drive product adoption and plan upgrades.
- Collaborate with Customer Success teams to spot churn signals and retain customers.
- Leverage AI tools and automation to increase efficiency and streamline ticket resolutions.
- Update training materials and knowledge-base documentation.
TroubleshootingTechnical supportSaaS+4 more