We are looking for someone who will be the customer voice in the organization. This role involves analyzing issues reported by customers, investigating them, replicating them, and providing workarounds where possible. If required, will create internal tickets, and follow them up with the relevant teams. 

Responsibilities 

Interact with clients through ticketing system, phone, emails, or chats and provide unambiguously written instructions or technical manuals. 

Take ownership of customer issues throughout the entire support lifecycle: Initial customer inquiry, Reproduction, Bug Report, Escalate to Development team, Resolution.

Prioritize and manage several open issues at one time. Respond to support tickets within agreed time limits. Ask customers targeted questions to quickly understand the root of the problem. Follow standard procedures to escalate unresolved issues to the appropriate internal teams. Communicate with customers through voice, email, and chat until resolution.

Maintain good relationships with clients.

Requirements 

• 1-3 years of experience Previous experience as Support is a plus. Ability to troubleshoot complex software issues. 
• Outstanding English and communication skills, written and spoken as you will interact with clients daily. 
• Flexible regarding the schedule which follows US working hours