- Handle incoming user requests from around the world via email.
- Meet team and individual performance metrics, including First Response Time, Resolution Time, and CSAT.
- Learn product processes and gather details on complex requests.
- Pass bug reports and escalations to technical support, product, or legal teams.
- Process and issue user refunds through payment systems.
- Identify service weaknesses and help create and edit support macros.
- Test and launch support tools to improve the customer experience.
- Maintain internal work documentation and attend regular one-to-one and team meetings.
- Work a 2/2 shift schedule from 06:00 to 18:00.
DocumentationTroubleshootingTechnical support+1 more