Acting as the first point of contact for our customers & partners;
Proactively managing incoming tickets within SLA to ensure high customer satisfaction. You ll be prioritizing clear communication, expectation management, and timely follow-ups to ensure a smooth and supportive customer experience.
Keeping customers informed at every step by proactively sharing updates and next steps, even when the issue is still being investigated.
Taking full ownership of the ticket lifecycle. Even if you canât solve the issue yourself, youâll coordinate with other internal teams to ensure it gets resolved.
Analysing markup language and application logs to aid the development team in eliminating product bugs;
Collaborating across functional areas to address customersâ needs as their champion.