• Providing high-quality technical support and consultation through Zendesk tickets and customer calls. • Handling escalated customer issues that require deeper investigation, including urgent tickets and complex debugging scenarios. • In-depth debugging that requires close examination of logs and analysis of customer codebases. • Providing technical guidance to customers on WordPress best practices.

• Provide essential customer and technical support to ensure a seamless experience for users. • Handle approximately 20 inbound calls per day with a focus on quality and security. • Diagnose and resolve technical issues across mobile devices, computers, and accounts. • Utilize internal CRM tools to manage and document customer interactions. • Maintain high levels of customer satisfaction while meeting quality standards.

• Be the Expert: Handle inbound inquiries regarding sales, product specs, and deliveries. • Hands-on Tech: Use advanced tools • Solve & Support: Navigate multiple browser tabs and virtual desktop interfaces (VDI) to provide efficient, high-quality solutions. • Escalate: Identify complex issues and coordinate with internal teams for resolution.

• Deliver outstanding technical support via emails, phone calls and chats; • Take ownership of technical issues reported by customers and triage them as needed; • Analyze and resolve customer inquiries containing technical issues or feedback; • Follow procedures for proper escalation to relevant internal teams and key stakeholders; • Maintain accurate records of failures, maintenance activities, and bugs; • Contribute to and maintain the company’s support knowledge base and related documentation; • Ensure compliance with the company’s Service Level Agreements (SLAs);