Attend to customer requests through tickets, email or chat queries within SLA
Provide resolution through email response, reference to documents or videos
Engage with customer through web meeting to troubleshoot issues and walkthrough to provide assistance
Coordinate with engineering team for complex issues, resolve and keep the customer updated in timely manner
Involve is QA activities of the product to gain knowledge about the product and the platform
Continuous learning about the product, technology and platform we work upon
Write technical documents about feature, support documents, blogs etc to exhibit knowledge and relevant materials that will improve product support activities
Keep the support documentation relevant by adding new documents, updating the exisiting ones with changes accordingly
Get involved in product demonstrations and Customer Relationship calls