- Investigate reported issues across scheduling, shift management, workforce configuration, and integrations using available tools and troubleshooting steps.
- Ask clients clear follow-up questions to gather the information needed to investigate issues.
- Document findings, actions taken, and next steps in support tickets.
- Escalate complex or technical issues to Support, Engineering, Product, or other internal stakeholders with appropriate context and urgency.
- Keep clients updated throughout the resolution process.
- Follow support processes, macros, and escalation guidelines, and help improve them when needed.
- Identify recurring issues and process gaps and share patterns with the team.
- Contribute learnings and improvements to internal documentation.
- Collaborate with Engineering, Product, Customer Success, and other internal teams to resolve client issues.
- Support the Head of Global Support in building a scalable Support function.
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