Investigate system issues reported by customers, utilizing problem-solving skills and product knowledge to provide effective solutions.
Develop a comprehensive understanding of the company's products, features, and functionalities to assist customers effectively and address their needs.
Contribute to the creation and maintenance of support documentation, including FAQs and troubleshooting guides, to assist customers and team members.
Handle escalated customer issues with urgency and professionalism, collaborating with cross-functional teams to resolve complex problems and ensure customer satisfaction.
Collect customer feedback, insights, and suggestions to identify areas for product enhancement and communicate them to the product development team.
Work closely with Senior team, product team and other departments to communicate customer needs, share insights, and drive product improvements.
Availability to work outside of standard work hours when needed