• Analyze and resolve customer issues, ensuring timely responses and clear, solution-oriented communication. • Support customers in understanding and effectively using the platform, helping them unlock its full potential. • Work closely with Customer Success, Product, Engineering, and external partners to resolve issues and improve the customer experience. • Take ownership of technical issues end-to-end, escalating when needed and ensuring resolution is driven forward. • Contribute to improving support processes, documentation, and best practices to enhance team efficiency. • Capture and structure customer feedback, sharing insights with Product and Engineering to inform improvements.

• Respond promptly and professionally to inbound Support Request Tickets submitted by LG Direct Mobile Service Technicians and authorized service centers. • Troubleshoot and diagnose complex technical issues involving home electronics and home appliances using product schematics, service manuals, technical documentation, and internal knowledgebase resources. • Accurately document all interactions, troubleshooting steps, resolutions, and follow-up actions within the call tracking and case management system. • Provide step-by-step technical guidance to field technicians to support effective and efficient product repairs. • Escalate unresolved or recurring technical issues through proper channels and collaborate with engineering, product development, quality assurance, and other internal teams to identify root causes and corrective actions. • Maintain up-to-date knowledge of new products, technical updates, recalls, service bulletins, and troubleshooting procedures. • Contribute to the continuous improvement of technical documentation by updating knowledge databases with new troubleshooting methods, best practices, and resolved case insights. • Support special technical projects, product launches, and field initiatives as required. • Deliver industry-leading technical support while maintaining high standards of professionalism, responsiveness, and service quality.

• Technical support via chat and email • Investigating and solving issues related to different products • Debug and troubleshooting integrations • Preparing and running queries in DB Widgets Design

• Análisis, diseño, estimación y construcción de soluciones técnicas sobre Genesys Cloud CX. • Monitorización de plataformas, identificación y análisis de incidencias complejas. • Comunicación y coordinación en la resolución de problemas, colaborando en la detección de causa raíz. • Propuestas de mejora relacionadas con capacidad y dimensionamiento de la solución. • Desarrollo de automatismos y creación de scripts para optimización operativa. • Trabajo colaborativo con otros equipos técnicos para la mejora continua del servicio. • Participación en la identificación de nuevas funcionalidades que optimicen la atención global del Contact Center.