Key
Responsibilities:

- Serve as the
first point of contact for customer issues submitted via phone, email, or
chat.

- Triage, document,
and create Zendesk tickets for all reported issues, ensuring accuracy and
completeness.

- Troubleshoot
customer -reported issues related to the ILS/eCommerce platform and
integrated systems.

- Respond
efficiently and clearly to customer inquiries, ensuring a high level of
professionalism and empathy.

- Maintain clear
documentation of reproduction steps and context for escalation to Level 2,
Development or Product teams.

- Prioritize and
assign tickets appropriately based on issue severity and impact.

- Collaborate with
U.S. -based and global support, product, and engineering teams for seamless
issue resolution.

- Generate and
distribute reports on platform usage, ticket trends, and customer
experience metrics as needed.

- Recognize
patterns in recurring issues and contribute to knowledge base and
long -term resolution strategies.

- Assist with the
rollout of updates, or configuration changes for global customers.

- Monitor
systems/logs and escalate critical issues per established escalation
policies.