You’ll be the professional face of Helpshift for our customers when they need Technical Support communicating directly with customers who are Admins and Developers from SMB to Fortune 500 companies.
You will offer expert guidance on subjects ranging from Dashboard training to the investigation of SDK integration issues.
You will conscientiously manage your queue of support issues and respond to new customer submissions.
You will familiarise yourself with current features or bugs and file new tickets on behalf of your team members when needed.
You will evaluate use-cases for feature additions and escalate valid requests to the Product team for consideration.
You will Debug customer issues by reproducing them on devices, gathering helpful information for escalation, and even QA them as needed.
You will collect and document solutions and best practices to add to internal (Salesforce and Confluence) and external resources, including generating templated responses.
You will file bugs in JIRA, provide updates to teams across time zones, and collaborate internally to identify solutions that you’ll convey directly to our customers.
You will identify common patterns in crash logs, scripts, and API configurations and escalate issues to developers.
You’ll help identify sales opportunities or billing issues and escalate to Sales, Success, or Finance teams as appropriate.
You will write scripts/tools in order to serve customer data requests.
