- Deliver world-class Customer Satisfaction in alignment with SLAs.
- Perform advanced troubleshooting to identify and resolve escalated product issues.
- Contribute to the Knowledge-Centered Support (KCS) system.
- Collaborate with internal and external stakeholders on complex cases.
- Ensure thorough documentation including user manuals and process guides.
- Conduct UAT briefings and support UAT sessions.
- Advocate for customer needs with product teams.
- Participate in on-call rotations for after-hours support.
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