Overview:
Delivers tiered technical assistance for customers experiencing issues with products or services. This role combines customer service skills with product/IT expertise to diagnose and resolve technical problems.

Core Responsibilities:

• Troubleshoot hardware/software, account, or connectivity issues via phone, chat, or email.
• Guide users through step-by-step solutions, including remote access when needed.
• Document technical issues and resolutions in support platforms.
• Work cross-functionally with engineering or product teams on escalated cases.
• Maintain up-to-date knowledge of system changes, updates, or bugs.
• Contribute to FAQs, support documentation, or internal knowledge bases.