The opportunity
You will work closely with our enterprise customers and engineers to resolve the most complex issues. You will also help build out systems and processes to manage tasks from report to completion.
What you'll do
Resolve customer issues leveraging your technical expertise and act as the: primary point of escalation for our external support teams.
Reproduce customer issues, perform initial triage and file software defects and feedback with Engineering
Work cross-functionally across engineering and product to build processes and manage issues.
Develop deep product and platform expertise, diagnose and prevent recurring: issues while contributing to feedback loops that improve both product quality and existing workflows.
Manage to key performance metrics defined within the CX Team.
Create and maintain internal knowledge libraries and contribute to the creation of user-facing content.
What they're looking for
- Should be open to 24/5 shift model and participate in an on-call rotation to: assist customers outside of normal working hours.
- years in a support capacity focusing on escalated issue and/or technical: troubleshooting. A track record of contributing to performance metrics like customer satisfaction and response time.
- Exceptional problem-solving skills capable of diagnosing complex technical: issues, querying data, and review product logs. You can drive problems to resolution efficiently and effectively.
- Proven ability to collaborate with cross-functional partners (i.e.: Engineering, Product, and Operations) to drive long-term solutions and ensure customer feedback informs product improvements.
