• Take ownership of complex customer support issues. • Drive the standardization of processes and the design of the support environment. • Receive, classify, and prioritize complex customer inquiries in a qualified manner. • Independently diagnose and provide sustainable resolutions to challenging requests through structured tickets. • Actively write, optimize, and automate playbooks, runbooks, and guided workflows. • Build and strategically maintain knowledge articles and optimize self-service offerings. • Maintain close and ongoing collaboration with the Product & Development teams to identify error patterns and product gaps.

• Provide specialist application support and guidance on the Dotmatics product suite • Manage complex customer incidents • Respond, resolve, triage, and escalate incidents and requests • Develop into a Subject Matter Expert • Collaborate with internal teams for complex technical issues • Follow up with customers to ensure resolution of issues • Prioritise tasks according to customer agreements • Advocate for customers on product bugs and enhancements • Identify support trends and suggest improvements • Maintain and update systems of record

• Escalations, working directly with users and Customer Success teams • Escalate critical issues to appropriate internal channel • Report bugs to Engineering & QA teams • Clearly communicate with customers about issues impacting their service • Effectively verify that issues have been resolved • Execute internal processes to streamline and scale support • Partner with cross-functional teams, translating customer business needs and product feedback into new solutions • Reporting and knowledge base documentation expertise • Provide Email, Chat and Phone support

• Garantir une assistance réactive, claire et efficace aux utilisateurs d'AssessFirst • Répondre aux tickets d'assistance • Diagnostiquer et résoudre les incidents de niveau 1 et 2 • Assurer un suivi rigoureux des tickets jusqu'à leur clôture en garantissant la satisfaction client • Effectuer une première analyse des problèmes signalés • Collaborer avec les équipes techniques pour escalader les incidents complexes • Rédiger et mettre à jour les articles de la FAQ et les guides d'utilisation • Participer à l'amélioration continue des processus de support