- Respond to client inquiries via email, chat, and phone with clarity and care
- Troubleshoot and resolve issues, guiding clients through solutions step by step
- Investigate and reproduce reported issues to understand root cause before escalating
- Gather the right context and escalate technical or product issues with clean documentation
- Manage and prioritize incoming requests to meet response and resolution expectations
- Handle escalated situations with professionalism and a steady hand
- Cover the client emergency line
- Spot patterns in recurring issues and surface insights to help improve the product
- Lead client training sessions as needed
- Collaborate with product, engineering, and operations to close the loop on complex issues
TroubleshootingTechnical supportCRM+3 more