Resolve incidents and fulfill requests accurately and efficiently.Assessing the quality of customer support provided by teammates based on predetermined criteriaMotivate the Customer Service team to ensure they execute their roles diligentlyReviewed refund claims and decided whether or not to process themProviding user support via phone, email, Zendesk tickets, and live chat.Respond to and resolve complex client issues through incident recognition.Work closely with our product and engineering teams to ensure issues are resolved.Research, isolation, resolution, escalation, and follow-up of Jira tickets.Assisting customers with product setup and resolving any issues they might experience.Conducting online training and support to clients.Conducted training and onboarding sessions for new team members. Analyzing customer feedback and advising management and CSMs on areas of improvement.Document and maintain a knowledge base document for future reference and training.