Customer Support Tier 1
CurrentAs Tier 1 Technical Support, I am the first point of contact for our B2B clients, providing initial technical assistance, investigating, and resolving common issues on our industry-leading recruiting platform. My primary goal is to ensure customer satisfaction by providing quality customer service and effective technical solutions.My daily tasks involve, but are not limited to:- Receiving, categorizing, and prioritizing bugs or issues based on their priority.- Creating internal tickets to escalate issues that require further investigation and/or other departments.- Coordinating various interdepartmental dashboards in Asana and Intercom.- Investigating issues on client accounts. This is done using tools such as a user with Admin permissions and platforms such as MailGun and FullStory. I also test the reported errors/scenarios to check for any possible console and network errors, as well as review the XML feed that is sent to third parties to determine if the issue stems from our system or not.- Escalating issues/bugs to third parties when necessary, following up to obtain a solution.- Identifying and escalating critical situations internally using Gainsight.- Providing internal feedback to the development team for possible platform improvements using Asana.- Following pre-established procedures in urgent and/or high-severity cases, escalating accordingly and promptly.
