Deliver Core Tier 1 Support: Perform standard troubleshooting, issue resolution, and customer assistance in alignment with Tier 1 support protocols.
Facilitate Issue Resolution: Drive case progress through collaborative stand-up meetings and targeted one-on-one consultations where there is the opportunity to troubleshoot complex technical issues, define root causes, and establish clear next-step actions for resolution.
Mentor Junior Team Members: Provide formal mentorship and shadowing opportunities to onboard and develop new support representatives.
Manage Case Escalation: Proactively identify cases requiring advanced intervention and provide seamless support during escalation or handover processes.