Provide first-line support to users regarding product operations, specifications, and troubleshooting via email, live chat, [phone], and social media.
Resolve customer issues promptly using internal knowledge bases and manuals. Properly escalate complex technical issues or policy-related cases to upper-level teams (CS2/Management) or the development team.
Identify latent customer needs and pain points from support interactions and share them with product improvement teams.
Assist in creating and updating Help Center articles (FAQs) and internal team manuals to streamline operations.
Contribute to achieving individual and team performance metrics, such as Response Time, First Contact Resolution (FCR), and Customer Satisfaction (CSAT) scores.
