Customer Issue Resolution
● Respond to customer queries via email, chat, or phone in a timely and professional manner
● Investigate, troubleshoot, and resolve issues related to our web and mobile applications with the help of the team. So for this one may require to collaborate with Engineering team, QA team, Product team, Sales team and organisation’s onsite team.
● Escalate complex issues to the technical support or product teams when needed Knowledge & Documentation
Knowledge & Documentation
● Create and maintain support documentation, FAQs, and user guides
● Contribute to the internal knowledge base to improve support efficiency Customer Engagement & Communication
Customer Engagement & Communication
● Deliver onboarding assistance and how-to guidance for new customers
● Follow up on open issues to ensure resolution and customer satisfaction
● Collect customer feedback and pass on insights to the Product and QA teams
Support Metrics & Reporting
● Tag and classify issues to help identify common trends and product improvement areas
