Technical Support Analyst
1 month ago
Serve as the first point of contact for customer and team support tickets.
Provide top-notch customer service, showing empathy, communicating clearly and providing realistic expectations on a consistent basis.
Triage, assign severity, resolve, or escalate tickets with efficiency and excellent attention to detail.
Work with other departments (account management, sales, engineering) to troubleshoot issues, escalate effectively and collaborate on satisfactory client resolutions.
Document solutions and ongoing issues .
Help define customer support process.