• Be the first point of contact for our customers whenever they have any issues on their websites. Being the first point of contact, its really important for us that you provide an excellent experience to the customer by taking ownership of any issues reported by our customers and see problems through to their quick and effective resolution. • Provide customer support through Live Chat, Tickets and Slack. • Ensure all SOPs are followed and proper escalation procedures are initiated for unresolved issues to the appropriate internal teams. • Help customers by going beyond the scope, diving deep into their WordPress issues and helping them troubleshoot and fix common WordPress issues. • Write KBs and technical articles for our blog to further distribute knowledge within the community. • Convert recurring issues into feature requests for the development team and be the customer’s voice in the company to help improve the product. • Assist our customers with migrating their WordPress site’s to Rocket.net. • Provide critical assistance when it comes to pointing DNS to Rocket.net. • Provide customers with a “WOW!” experience.

• Handle escalated L2 support tickets — investigate, reproduce, and resolve complex platform issues including logic failures, integration errors, and prompt/workflow malfunctions • Perform root cause analysis and document findings in defect reports and troubleshooting guides • Maintain and update runbooks and knowledge base articles based on recurring issues and resolutions • Distinguish between bugs and feature requests; escalate to L3/L4 engineering with clear defect descriptions when required • Support UAT test case execution and validation during platform releases and template updates • Assist end-customers with platform configuration, workflow navigation, and usage • Collaborate with BA and QA contributors to document issue patterns and improve support workflows • Participate in ticket triage, prioritization, and SLA tracking

• Research, and diagnose complex software issues raised by clients/members • Develop and implement SQL queries to aid in the investigation and analysis of issues • Examine error logs and database content to determine the cause of a problem • Document and implement workaround solutions wherever possible. • Document steps to reproduce for resolution with internal and external resources • Document processes procedures, and technical instructions for future reference and use by support teams • Create/manage production/staging support tickets

• Inbound Telephone Support – perform telephone support as scheduled • Ensure that customer questions are answered completely in a professional, caring and responsive manner • Commitments to perform research and follow-up are completed • Open issues are resolved and each contact is logged in the appropriate ticketing system • E-mail & Chat Support – perform as scheduled • Answer and complete all assigned messages or contacts • Properly enter customer information and resolution in the appropriate ticketing system • Skill improvement – continually strive to improve cognitive and customer service skills • Assist and educate customers with inquiries related to both software and hardware, account management, installation, and best practices • Focus on quality and customer satisfaction • Clear and thorough documentation of customer interactions required • Support inquiries include questions related to Hardware, Software, Wireless communications, OTAP (Over-the-Air-Programming), Account management (billing), Upgrades, Online orders and Industry events • Willing to fiercely advocate on behalf of and represent the Voice of the Customer • Research and prepare detailed escalations to second level support • Review, manage, and follow up on open issues as needed • Project work that includes long and short-term initiatives