• Troubleshoot customer's product questions or problems via live chat, email, and phone, focusing on product functionality, operating environments and system configuration/setup. • Serves as primary support liaison between Total Expert and end users. • Responsible for documenting incidents in required tracking systems. • Proactively keeps customer informed of how and when problems are resolved with strong focus on retention and reference ability. • Manage workload to ensure all customers issues are handled in a timely manner and driven to resolution. • Conveys customer feedback and escalations to Management. • Work collaboratively within Support and across other departments to insure proper handling of customer issues. • Assists in verifying user-reported issues and communicating to the proper internal channel for resolution. • Assists in testing resolutions to ensure effectiveness. • Promotes and maintains a high quality, professional, service-oriented company image among end users and team members. • Takes initiative to constantly expand product knowledge within our platform. • Demonstrates ability to adapt to fluctuation and increase in workload. • Required to participate in a Saturday shift following the rotation guidelines. Shift can be covered remotely or in office. Access to internet will be required for remote coverage. • Assists with other duties as assigned by management.

• Support of existing projects: gather, clarify and organize requirements • Create and maintain concept designs (high-level solution proposals) • Write, break down and refine Jira tickets (user story / task / bug) • Document requirements and coordinate with developers, testers and business stakeholders • Support the project manager: prepare statuses, dependencies and prioritization • Develop functional specifications and acceptance criteria (AC) • Support smaller ad-hoc analyses, reports and validations • Participate in manual testing

• Provide expert support on Hostinger products, troubleshoot technical challenges via live chat and tickets that exceed customer expectations. • Simplify technical issues of varying complexity into actionable steps that customers of all expertise levels can follow. • Contribute to various initiatives that enhance the customer experience based on evolving needs. • Help make the Kodee AI Assistant even smarter and more helpful. • Keep updated on Hostinger product updates, services, features, and the latest web hosting technologies to assist customers effectively. • Look for smarter, faster, and simpler ways to deliver even better customer experiences.

• Manage customer communication and expectations. • Provide phone, email and chat Support to assigned accounts. • Provide troubleshooting and debugging of customer problems. • Act as the customer liaison to Engineering, Sales, and Field Engineer teams. • Transition product issues to Engineering and product enhancements to Product Management, tracking status to the customer regularly. • Escalate critical issues and roadblocks to the Technical Support Manager. • Be a part of the on-call rotation for the assigned product team.