Job Description
What is the role that we need?
We are looking for a Support Agent to join our team.
Specific Duties and Responsibilities
- Deliver exceptional customer experiences by providing timely, accurate, and expert support.
- Serve as the first point of contact for customer inquiries, issues, and standard technical tasks.
- Triage, prioritize, and manage cases efficiently, ensuring prompt and precise responses across tickets, chats, and calls.
- Educate customers on platform functionality and best practices to promote product adoption and self‑sufficiency.
- Act as a Subject Matter Expert (SME) for a designated Product Area by investigating technical escalations where data access consent is granted, filing Engineering Escalation (EEQ) tickets with clearly defined business impact and appropriate priority, partnering with on‑call engineers during investigations and identifying workarounds when possible.
- Escalate cases...
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