Anee

Serve as the primary point of contact for client inquiries, ensuring prompt and effective resolution via email, live chat, and CRM systems.

Coordinate with internal departments (sales, technical, product) to address client concerns and deliver timely updates on service requests or issues.

Maintain accurate records of interactions, requests, and resolutions in support systems such as Zendesk, Intercom, or Salesforce.

Monitor client accounts to ensure satisfaction and proactively identify opportunities for support, upselling, or process improvement.

Assist with onboarding and training of new clients by providing documentation, walkthroughs, and personalized assistance.

Track and communicate updates on product changes, promotions, or outages that may affect client operations.

Prepare and share regular reports on support metrics, client feedback, and recurring issues to help inform service improvements.

Collaborate with the client success team to ensure smooth transitions and continued satisfaction across the customer lifecycle.

Help build and maintain a knowledge base, FAQs, and support documentation to reduce ticket volume and empower self-service.

Maintain a professional and empathetic approach in all client interactions to foster long-term relationships and trust.

Act as the first line of technical support, diagnosing and resolving software, hardware, or integration issues for end users via chat, email, or ticketing systems.

Collaborate with product, engineering, and QA teams to troubleshoot escalated issues and provide timely solutions or workarounds.

Document technical issues, solutions, and processes in the internal knowledge base to support team efficiency and customer self-service.

Analyze logs, API responses, and system behavior to identify root causes and recommend permanent fixes or improvements.

Guide customers through installation, configuration, and usage of software tools or platforms, ensuring a smooth onboarding experience.

Track, prioritize, and manage multiple open cases to meet service level agreements (SLAs) and maintain high customer satisfaction.

Provide feedback to development teams on recurring issues, user pain points, and feature requests based on support interactions.

Participate in product testing, release validation, and documentation updates to ensure a support-ready environment.

Use tools such as Jira, Zendesk, Freshdesk, Postman, or command-line utilities depending on the product and tech stack.

Maintain a customer-centric approach with clear communication, empathy, and technical accuracy in every interaction.