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Position responsibilities 

• Maintain a positive and professional attitude towards customers. 
• Provide support across a variety of platforms, including chat, live email, instant messaging, and phone (voice calls). 
• Be flexible to work in a 24×7 service environment as per the business needs which might include night and weekend shifts
• Troubleshoot basic technical problems, identify customer needs, and develop creative solutions to address them. 
• Promptly and independently resolve incidents and escalations, with effective communication to all stakeholders internally and externally. 
• Maintain response and resolution speed as defined by SLOs; 
• Keep high customer satisfaction scores and follow quality standards in 95% of cases. 
• Utilize existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment. 
• Provide high-touch assistance to highest Tier customers, build in-depth understanding of most pressing customer issues. 
• Contribute to creating and updating a support knowledge base, you will have a passion for learning and knowledge sharing.