- Act as the initial point of contact for all Datarails-related questions from both our customers as well as internal stakeholders via Zendesk (chat, email and web form)
- Troubleshoot incoming issues, providing a first response and subsequent follow-ups to customers.
- Monitor incoming tickets, process, respond, and direct unresolved issues to the next level of support personnel.
- Support, and engage customers to deliver high customer satisfaction, advocacy, and loyalty.
- Expand and refine the company knowledge base to empower users to independently resolve issues.
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