Source description
About the role
Role Responsibilities: Troubleshoot and resolve customer-reported issues across CRM and SaaS platforms Collaborate with product and engineering teams for bug resolution and feature improvement Maintain and update technical documentation and knowledge base articles Analyze logs and data flows using tools like Graylogs, Kibana, and Query Executors Key Deliverables: Timely ticket resolution within SLA, reducing escalation and re-open rates Identification of product gaps with detailed RCA for engineering feedback Creation of reusable documentation and guides for internal and customer use Continuous support improvement through process enhancement initiatives
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