• Handle high amounts of incoming calls • Identify and evaluate customers’ needs to deliver satisfaction • Build sustainable relationships of trust through open and interactive discussion • Provide accurate, valid and comprehensive information by using the right methods/tools • Manage complaints, provide proper solutions and options; follow up to secure resolution • Keep records of customer interactions, process customer accounts, and file documents • Follow communication procedures, guidelines, and policies • Establish and build relationships with our customers • Go the extra mile to engage customers

• Serve as the initial contact for customer queries via email, chat, or phone. • Understand customer concerns and provide prompt responses using knowledge base and standard operating procedures. • Troubleshoot common product issues, guiding customers through basic resolutions. • Accurately log customer interactions and issues in hubspot. • Identify and escalate complex issues to Tier 2 when needed. • Work closely with cross-functional teams, including Technical Support and Product teams, to ensure customer concerns are addressed efficiently. • Follow up on unresolved customer cases, ensuring timely resolution and customer satisfaction. • Maintain a high level of professionalism and empathy in all interactions. • Ensure compliance with SLAs (Service Level Agreements) for response and resolution times. • Gather customer feedback and provide insights to improve product usability and support processes. • Stay updated with flydocs product updates, new features, and system changes. • Contribute to internal knowledge bases and FAQs to improve first-contact resolution. • Participate in training sessions and skill enhancement programs.

• Deliver empathetic, accurate, and timely user support • Stay up to date on products and community standards to provide effective solutions • Make thoughtful, community-focused decisions in complex situations • Investigate and resolve user issues, including account access and abuse reports • Respond to user inquiries with professionalism, empathy, and efficiency • Analyze data to optimize workflows and enhance user experience • Enforce Terms of Use by monitoring and addressing reports of abusive content • Identify trends and escalate emerging or complex issues to the global team

• Deliver empathetic, accurate, and timely user support • Stay up to date on products and community standards to provide effective solutions • Make thoughtful, community-focused decisions in complex situations • Investigate and resolve user issues, including account access and abuse reports • Respond to user inquiries with professionalism, empathy, and efficiency • Analyze data to optimize workflows and enhance user experience • Enforce Terms of Use by monitoring and addressing reports of abusive content • Identify trends and escalate emerging or complex issues to the global team