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About the role
Key Responsibilities: - Serve as the first point of contact for customer issues submitted via phone, email, or chat. - Triage, document, and create Zendesk tickets for all reported issues, ensuring accuracy and completeness. - Troubleshoot customer-reported issues related to the ILS/eCommerce platform and integrated systems. - Respond efficiently and clearly to customer inquiries, ensuring a high level of professionalism and empathy. - Maintain clear documentation of reproduction steps and context for escalation to Level 2, Development or Product teams. - Prioritize and assign tickets appropriately based on issue severity and impact. - Collaborate with U.S.-based and global support, product, and engineering teams for seamless issue resolution. - Generate and distribute reports on platform usage, ticket trends, and customer experience metrics as needed. - Recognize patterns in recurring issues and contribute to knowledge base and long-term resolution strategies. - Assist with the rollout of updates, or configuration changes for global customers. - Monitor systems/logs and escalate critical issues per established escalation policies. Requirements Required Qualifications: - Bachelor's degree in technical or related discipline OR equivalent work experience. - 12 years of customer service or technical support experience, ideally in a SaaS or software workplace. - Working knowledge of Zendesk (or similar platforms) for ticket creation and escalation. - Strong written and spoken English skills; clear and professional communication is a must. - Experience with Windows/Mac/Linux systems; basic understanding of databases and SQL queries. - Ability to interpret and explain technical issues in simple, customer-friendly language. - Familiarity with RESTful and SOAP APIs is a plus. - Comfortable working independently during U.S. off-hours with minimal supervision. Preferred Qualifications: - Experience supporting eCommerce platforms or ERP-integrated systems. - Familiarity w .
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