• Manage a daily workflow of managing live chats, new and open tickets • Running screenshares with users to determine next steps on resolutions • Respond to inbound live chats and emails within an acceptable timeframe • Manage a queue of tickets with competing priorities • Investigate and resolve inbound tickets through various means • Adopt a “First Time Right” mindset to ensure the enquiry is resolved on the spot where possible • Escalate tickets when appropriate • Balance the needs of the business and the customer to prioritise enquiries appropriately • Provide consistent and regular updates to users on any active issues they’re experiencing • Meet all SLAs and goal targets set out by your leader

• Own the support experience for our most complex integration tickets, setting the quality bar, and coaching the team on troubleshooting best practices • Serve as a primary escalation point for the integrations support squad, participating in on-call and acting as the incident commander who drives complex issues to resolution • Lead root cause analysis and technical debugging for production issues across our integrations platform by diving into application logs, troubleshooting REST and GraphQL APIs, and investigating cloud infrastructure issues across environments • Own operational excellence for the integrations support squad by monitoring key performance metrics (ticket lead time, resolution rates), leading incident retrospectives to identify systemic issues, and driving continuous process improvements that reduce escalation volume and improve platform stability • Build and maintain internal knowledge bases, troubleshooting runbooks, and documentation that enable the broader support team to resolve common integration issues independently, reducing escalation volume and accelerating time-to-resolution • Act as a bridge between support and software engineering, building deep domain knowledge on integrations and customer environments to drive platform improvements • Act as the technical bridge between support and Customer Success, providing clear, proactive updates on incident status, impact, and resolution timelines so CSMs can keep customers informed and confident throughout complex escalations • Surface patterns and pain points from support tickets back to Engineering and Product to inform technical strategy and roadmap priorities

• Perform data analysis and troubleshooting on open incident / issue • Explore the data and understand if any discrepancy is found • Document, communicate and analyze data discrepancy • Knowledge of operational processes (e.g. ITIL) • Identify any issue on programming code and provide the technical solution/workaround • Effectively articulate findings or results, data trends and able to come up conclusions • Create SQL database queries to verify published data requests, retrieve specific data sets and results as needed for validation purposes

• Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, standard MS Windows desktop applications, and network connectivity. • Provides personal computer support, problem analysis, and hardware/software installation and configuration. • Interacts daily with customers to ensure productivity; provides individual feedback. • Responsible for scheduling and coordinating all training activities. • Maintains and posts daily event calendar; prepares and advertises future Help Desk event calendar. • Contacts hardware and software vendor representatives to solicit and arrange product demonstrations. • Maintains collection of technical publications pertaining to state-of-the-art hardware and software products and other materials. • Monitors team productivity and quality; provides individual feedback. • Prepares and delivers employee and customer coding and data entry training. • Maintains and verifies daily statistics; generates daily statistical reports. • Maintains an audit trail and statistical records of all problems and conditions reported by the client.