Job Description
You will provide real-time assistance and guidance to resolve customer inquiries related to product access, configuration, account management, support entitlements, and general troubleshooting.
Key Responsibilities
Responding promptly to helpdesk tickets via phone, email, or web-based channels
Troubleshooting and resolving customer issues using established procedures and resources
Documenting all customer interactions and resolutions in a ticketing system
Escalating complex or unresolved issues to the appropriate technical teams and providing clear, concise case notes
Assisting with onboarding and support for new/existing users
Collaborating closely with team members to ensure timely and accurate issue resolutions
Maintaining a high standard of customer service and professionalism in all interactions