Manage escalated support tickets in a professional, diligent and timely manner.
Maintain meticulous records on Salesforce, ensuring information is accurate and up to date.
Diagnose and triage potential system bugs, providing clear evidence, causes and potential fixes to the product and engineering team.
Take ownership of complex API integration cases from investigation through to resolution.
Interact with clients across multiple communication channels, including live chat, email and phone.
Diagnose and resolve issues before escalation to the product and engineering team where possible.
Support and maintain key working relationships with other departments across the business.
Demonstrate and promote best practice to support and guide first-line team members.
Continuously identify opportunities to improve processes and enhance support efficiency.
Investigate potential platform, integration, and API issues, gathering relevant information and diagnostics before escalating to third-line support for further investigation where necessary.
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