Responsibilities

Customer Support

• Provide first-line support to customers via phone, email, and chat (Intercom).
• Ensure timely and accurate resolution of customer inquiries within SLA guidelines.
• Document all customer interactions and solutions in JIRA and Intercom.
• Maintain proactive communication with customers to keep them informed of progress and resolution.

Technical Troubleshooting

• Diagnose and resolve software and infrastructure issues using appropriate tools
• Escalate complex issues to the Engineering team and track them through resolution.
• Perform remote troubleshooting by asking relevant diagnostic questions and utilizing logs and data insights.
• Test and validate solutions provided by the Engineering team before delivering them to customers.

Documentation and Reporting

• Create and maintain technical documentation, FAQs, and knowledge base articles.
• Develop post-mortem documents for critical issues and incidents.
• Report on recurring technical issues, support trends, and customer feedback to management

Technical Issue Resolution

• Submit Pull Requests for minor fixes when applicable.
• Collaborate with Engineering and Product teams to ensure timely resolution of escalated issues.