Position Overview
- Respond, diagnose, resolve, and track customer support queries across phone, email, and chat; ensure documentation is accurate and complete.
- Meet or exceed SLOs for response and resolution time; proactively manage queues to sustain performance.
- Maintain high CSAT and adhere to internal quality standards in ≥90% of audited cases.
- Assist L1/L2/Tiered teams: respond to consults from other technical support representatives using existing systems and tools; coach peers when needed.
- Este...
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