• Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and customer experience. • Resolve support issues related to Motive's products. • Investigate the source of errors or bugs using the available data and tools. Report inconsistencies and bugs to the Technical Lead/Engineering through Jira. • Assess the impact and prevalence of issues by analyzing the data to determine the root cause. • Utilize tools developed by the engineering team to modify erroneous user/driver data for resolving technical support issues. • Providing constructive feedback to Tier 1 agents for training purposes and assisting with technical questions • Build trusting relationships with customers by communicating openly and interactively over the phone, chat, and email.

• Act as the primary point of contact for customer support via ticketing system, email, and scheduled calls • Troubleshoot platform issues, data discrepancies, and user access questions • Escalate complex technical or data issues to engineering or analytics teams with clear documentation and context • Track, prioritize, and resolve support tickets in accordance with SLAs • Communicate clearly and professionally with customers, translating technical concepts into plain language • Proactively identify patterns in support issues and provide feedback to product and engineering teams • Contribute to knowledge base articles, FAQs, and internal support documentation • Collaborate with Customer Success, Analytics, Product, and Engineering to resolve customer issues efficiently • Participate in team meetings, training sessions, and process improvement initiatives

• Take end-to-end ownership of customer support cases, prioritizing effectively and delivering clear, actionable solutions over email and via screen shares. • Investigate error messages and unexpected behavior, identifying root causes and sharing precise technical fixes that unblock customers. • Perform configuration and environment tuning to align customer setups with platform best practices and client requirements. • Build expertise in your SME domains, steadily deepening knowledge of advanced product capabilities. • Employ technical utilities such as session replay, log review, browser developer tools, and API clients like Postman for deep-dive troubleshooting. • Partner with Product and Support to create and maintain Knowledge Base content that benefits customers and supports AI enablement. • Join daily standups to review active tickets, align on priorities, and collaborate on solutions with support teammates. • Monitor and contribute to internal Slack threads, assisting cross-functional teams on complex issues and sharing insights from your SME areas.

• Provide support to users in using systems developed by LPT4 (training will be provided)