Responsibilities:

Respond to customer inquiries via email, chat, and phone in a timely and professional manner.

Troubleshoot and resolve technical issues for our external products or escalate them to the appropriate team when necessary.

Document customer interactions, feedback, and solutions accurately in the support service desk, reporting findings to the Customer Support Manager and Global Director of IT.

Assist our existing Customer Success team with onboarding, product setup, and usage guidance.

Collaborate with Enterprise Applications, Product and Engineering teams by sharing customer insights and recurring issues including bug reporting and tracking.

Maintain knowledge of company products, updates, and features including technical understanding on authentication flows around Identities and Entitlements in Salesforce.

Contribute to knowledge base articles, FAQs, and self-service resources.