Manage & Resolve Technical Requests: Act as the primary owner for incoming support requests on our ticketing platform, delivering high-quality technical assistance to Branch customers.
Investigate & Troubleshoot: Perform deep-dive analysis into complex issues and bugs. You will be responsible for replicating issues, analyzing logs, and finding the "why" behind technical roadblocks.
Cross-Functional Collaboration: Work closely with Branch's Account Management, Product, and Engineering teams to advocate for customer needs and ensure timely resolutions.
Maintain Service Excellence: Consistently meet or exceed tight deadlines and SLAs, ensuring a superior customer experience even during high-volume periods.
Drive Process & Knowledge: Utilize tools like Zendesk, Guru, Notion, and JIRA to document solutions and improve our internal knowledge base, helping the entire team grow.
Continuous Skill Development: Stay curious and proactive in learning new technologies and Branch product updates to maintain your status as a technical resource.
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