• Provide technical support via phone, email, and other customer channels • Troubleshoot mobile device, SIM card, network, connectivity, and account issues • Assist customers with activation, setup, subscriptions, billing, and service questions • Explain technical concepts in a simple, easy-to-understand manner • Research complex issues using available resources • Document customer interactions accurately • Escalate advanced technical issues when required • Deliver an outstanding customer experience with empathy and professionalism

• Respond to customer issues by phone, email, and ticketing system • Triage by urgency and impact, and by whether it's user error, setup, product behavior, or a true bug • Resolve Tier 1/2 issues directly when possible • Reproduce issues, gather details, and write clean escalation notes for engineering when dev is needed • Own the support queue in Zendesk • Keep customers updated so nothing disappears into a black hole • Spot repeat issues and surface them to improve the product, onboarding, and help docs • Contribute to FAQs and short walkthroughs

• Provide prompt and effective customer support by addressing inquiries, troubleshooting issues, and resolving problems related to our products. • Respond to customer questions, concerns, and complaints via various channels (phone, email, chat) professionally and courteously. • Demonstrate in-depth knowledge of our products, features, functionalities, and technical specifications to assist customers effectively. • Conduct thorough investigations and analyses of customer-reported issues, identify root causes, and provide appropriate solutions or workarounds. • Collaborate with the technical team or escalate complex technical issues as needed, ensuring timely resolution and customer satisfaction. • Document and track support tickets using our ticketing system, ensuring accurate and detailed records of customer interactions and issue resolution. • Contribute to developing and maintaining product documentation, user guides, FAQs, and knowledge base articles to assist customers in self-service support. • Deliver product training sessions remotely to educate customers on product features, best practices, and usage. • Collaborate closely with cross-functional teams, including product development, onboarding, and sales, to communicate customer feedback, identify improvement opportunities, and advocate for customer needs. • Monitor and track key performance indicators (KPIs) related to customer support, such as response time, resolution time, customer satisfaction, and ticket volumes. • Continuously expand knowledge and skills through self-learning, training programs, and certifications to stay updated with product enhancements, industry trends, and new technologies.

• Serve as the first point of contact via phone, chat, email, and web-based support requests • Troubleshoot and resolve common customer, technical, and product issues using internal tools and testing environments • Guide non-technical users through technical steps with clarity, patience, and confidence • Maintain ownership of issues from intake through final resolution, ensuring consistent communication and follow-through