• Responsible for customer interactions that result in resolved technical, billing and account queries. • Identify and understand customer needs. • Provide solutions to technical and account management queries. • Resolved customers’ queries, and complaints and manage objections effectively to increase customer satisfaction. • Deliver exceptional service to customers in all interactions. • Diligently execute escalations beyond 1st line support. • Record accurate summaries of customer interactions in the company business system. • Utilise all available tools and resources to resolve customer queries completely.

• Own and resolve Level 2 and Level 3 technical support issues escalated from the Customer Support team. • Troubleshoot technical issues including API errors, data synchronization failures, authentication and access issues, and platform configuration challenges. • Analyze logs and system behavior to identify root causes and resolve customer issues efficiently. • Perform technical investigations and debugging using internal tools and limited database access. • Reproduce product issues and document clear troubleshooting steps before escalating genuine product defects to Engineering. • Collaborate closely with Customer Support to ensure seamless handover and resolution of escalated cases. • Communicate technical findings clearly to both customers and internal stakeholders. • Maintain detailed documentation within the ticketing system, including investigation findings, root causes, and resolutions. • Contribute to internal runbooks, troubleshooting guides, and knowledge base articles to improve support efficiency. • Identify recurring technical issues and partner with Product and Engineering to recommend long-term improvements. • Support our evolving 24/7 customer support operation through a rotational shift schedule, including evenings and weekends.

• The DSA is the initial point of contact for all incoming support inquiries and responsible for triaging, troubleshooting, and resolving all tier 1 related issues. • DSA’s carefully document each step of the troubleshooting process in Helion’s ticketing system, Autotask, all while offering swift, courteous support to Helion’s client base. • DSA’s on average manage 5-7 tickets in their queue and receive 16-18 calls a day. • The department works in a cohesive manner to ensure clients' issues are resolved quickly and hold times are kept minimal for end users.

• Manage and resolve support tickets within established response time targets. • Maintain high ticket throughput while ensuring quality is not compromised. • Strive for First Contact Resolution (FCR) to minimize user downtime and reduce escalation volume. • Perform deep-dive technical troubleshooting to identify root causes of system issues. • Ensure all escalations to Level 2 or developments are accurate and comprehensive, including: Clear reproduction steps, Detailed impact analysis, Severity levels and relevant system logs, Testing enhancements and bugs for monthly releases.