Roles and Responsibilities ✓ Provide timely and professional assistance to customers via phone, email, remote meetings, or chat to resolve queries. ✓ Diagnose & troubleshoot functional and/or technical issues related to software, database, hardware, network, etc. systems. ✓ Escalate complex issues to the appropriate team members or higher-level support as needed. ✓ Document and track customer inquiries, issues, and resolutions. ✓ Collaborate with internal/external teams to resolve customer issues and improve product functionality. ✓ Provide product training and guidance to customers as needed. ✓ Work closely with development and product teams to address customer issues and enhance product functionality. ✓ Conduct functional testing of products to ensure quality and reliability. ✓ Stay updated on industry trends, technologies, and best practices to provide informed support. ✓ Contribute to knowledge base articles and support documentation.