• Monitor Zendesk for new support requests, close tickets, and ensure no tasks are missed. • Check and manage the support request table, ensuring tasks are updated, completed, and archived as needed. • Write detailed issue tickets in JIRA, including relevant information, and conduct QA testing before and after submitting the ticket. • Regularly check the admin panel to ensure all systems are functioning correctly. • Occasionally run SQL queries to gather information during investigations or to check user data. • Provide time estimates for different types of tasks. • Keep the team informed about task progress and completion through the support chat. • Ensure basic troubleshooting steps (e.g., reload, reconnect) have been performed before escalating issues to the tech team. • Gather relevant data, such as screenshots and videos, to assist the technical team with resolving user issues. • Investigate recurring user issues and suggest tools or processes that could optimize support and reduce repetitive issues. • Work closely with the technical team to resolve escalated issues. • Ensure Level 1 support is updated on all changes, technical updates, and task statuses. • Collect frequent user requests and common problems to create FAQs and improve the team’s knowledge base.