Respond to customer queries in a timely and accurate way, via phone, email and chatIdentify customer needs and help customers use specific features.Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)Update our internal databases with information about technical issues and useful discussions with customersMonitor customer complaints on social media and reach out to provide assistanceShare feature requests and effective workarounds with team members.Inform customers about new features and functionalities.Follow up with customers to ensure their technical issues are resolved.Gather customer feedback and share with our Product, Sales and Marketing teamsAssist in training junior Customer Support Representatives on-site.ACHIEVEMENTS• Provided exceptional customer support via phone, email, and live chat, resolving an average of 50 inquiries daily resulting in a 95% customer satisfaction rating.• Created and maintained a comprehensive knowledge base of product information and troubleshooting guides, reducing customer wait times by 30%.• Collaborated with cross-functional teams to identify and resolve technical issues, resulting in a 20% decrease in product defects.