Customer Advocate (T1)

Reporting to the Senior Manager of Customer Support, we are looking for a Customer Advocate (T1). As a Customer Advocate, you will field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services. You will directly troubleshoot customer issues and resolve them by implementing attainable solutions. Evaluate and escalate bugs to development as they come to your attention inside the product. Provide feedback to develop support processes, ultimately adding value for our customers. Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation). Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner. Work cross-functionally with other members within the organization.