Respond to and resolve customer tickets via our ticketing system.
Troubleshoot issues in Zendesk; Tier 2 escalations.
Collaborate with cross-functional teams to escalate high-priority issues.
Proactively engage customers on complex issues; use knowledge base for solutions.
Train customers on tools; interface via phone, chat, SMS and email.
Act as liaison between key customers and internal teams; escalate bugs/requests.

🎯 Requirements

1-3 years of professional customer-support experience.
Proven track record supporting complex issues, products, and processes.
Experience with Zendesk, JIRA, Salesforce, Slack, and similar tools.
Thrives in high-pressure situations; takes responsibility; receptive to feedback.
Strong communication; emotionally intelligent, helpful, empathetic.

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