Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Collaborate with our Product Engineering Teams to implement hot fixes and new features
- Follow SLA /SOP for proper escalation of unresolved issues to the appropriate internal teams
- Coordinating with Product Engineering, and Customer Success on outstanding tickets to ensure rapid resolution
- Provide prompt and accurate response to customers /customer success team
- Ensure proper recording and closure of all issues
- Document knowledge in the form of knowledge base tech notes and articles
Requirements
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Collaborate with our Product Engineering Teams to implement hot fixes and new features
- Follow SLA /SOP for proper escalation of unresolved issues to the appropriate internal teams
- Coordinating with Product Engineering, and Customer Success on outstanding tickets to ensure rapid resolution
- Provide prompt and accurate response to customers /customer success team
- Ensure proper recording and closure of all issues
- Document knowledge in the form of knowledge base tech notes and articles
