- Maintain availability to receive escalated inbound calls, support tickets, and web chats.
- Interpret customer-reported issues, troubleshoot effectively, provide solutions, and document interactions clearly.
- Support and assist Level I technicians by providing technical direction and answering questions in team communication channels.
- Assess customer technical support needs and route or resolve tickets using documented procedures.
- Provide technical guidance by identifying problems, researching solutions, and guiding clients through corrective steps.
- Proactively create and update knowledge base articles and documentation.
- Achieve predetermined service and performance goals.
- Follow designated workflows and escalation procedures.
DocumentationTroubleshootingTechnical support+1 more