• Provide exceptional technical support on the ClickUp platform. • Perform extensive troubleshooting and testing for our customer base. • Drive product change and improvement through detailed filings of bug and enhancement reports to help customers and make ClickUp the leading productivity platform. • Help our team grow by 1% daily by contributing to our support documentation and helping colleagues through internal communication tools. • Own the customer experience - striving towards delivering the best possible experience with the least effort. • Contribute to the improvement of team processes and client-facing support documentation. • Collaborate with colleagues at all levels throughout the organization to find the answer you need. • Interacting with clients primarily via cases and email using exemplary communication skills. • Collaborate closely with our Engineering and Developer teams to drive solutions when the product does not work as intended. This includes exemplary and concise written reproduction steps, collection of HAR files, and/or videos of defect reproduction, as well as any other notable information that can help them pinpoint the cause.

• Understanding clients’ installations and processes; • Designing procedures for system troubleshooting and maintenance; • Building tools/queries to fulfil customer service requests and improve customer experience; • Investigating and identify root cause concerning reported customer incidents; Perform service restoration actions when possible; • Taking part in the investigation and Problem Management processes - during the support & maintenance phases – by implementing bug fixes, upgrades and enhancements to our existing clients; • Providing second level support for Qualco software services; and • Developing/Updating internal Monitoring Tools. • Ensuring that all activities and duties are carried out in full compliance with regulatory requirements and supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.

- Provide 1st level support to clients; - Pick up client tickets & phone calls to ensure SLA’s are met, analyze, log and track issues and tickets; - Proactively pick up issues to ensure minimum service disruption for the client; - Track, monitor, and report client issues while providing periodic updates to both clients and internal teams in a timely manner; - Understand clients’ installations and processes; - Monitor alerting mechanism and activate escalation process if issues occur; - Monitor and report clients’ environments; - Ensuring that all activities and duties are carried out in full compliance with regulatory requirements and supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.

• Provide first-line technical support to enterprise customers mainly via live chat, investigating and resolving platform issues • Gather and document all relevant information for reported issues, ensuring accurate case creation and updates • Apply standard troubleshooting techniques and validated fixes under guidance from senior team members • Escalate more complex or critical issues to Technical Support Specialists or Engineering with clear diagnostic details • Reproduce reported issues in internal environments to support investigations • Follow up with customers to ensure issues are resolved to satisfaction • Maintain clear, professional communication with customers throughout the support process • Document solutions, troubleshooting steps, and new learnings for internal knowledge sharing