• Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues. • Meeting or exceed customer expectations on response quality, timeliness and overall customer experience • Taking end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution. • Communicating with customers and partners through the online support tool, and via audio and video calls and screen-sharing sessions. • Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. • Reproducing customer problems internally, to enable the development and testing of a resolution • Collecting information and documenting bugs with Engineering for the product/service issues that are impacting customers • Providing feedback to the training and documentation teams • Ensuring best practices are followed and processes are adhered to • Actively prioritizing tasks/workload with self-discipline and good timekeeping • Participating in the weekend queue manager/on-call rosters and scheduled public holiday coverage • Clearly communicating with all stakeholders - customers, team members, other departments, management • Leading escalation calls, when required • Frequently mentoring other team members • Developing a subject matter expertise in the product/service • Using your creative thinking, business and technical analysis skills to go beyond existing industry standard practices • Leading by example with excellent work ethic • Contributing to technical screening, interviewing and final selection of new team members • Being the first point of call for Urgent tickets and customer issues