Job Description
Customer Interaction:
- Respond professionally and efficiently to customer queries.
- Exceed customer expectations in response quality and timeliness.
- Show empathy and listen to understand customer situations clearly.
Technical Responsibilities:
- Take end-to-end ownership of customer issues.
- Troubleshoot, identify root causes, and ensure issue resolution.
- Reproduce customer problems internally for resolution development.
Team Collaboration and Mentorship:
- Collaborate with various teams: Support, Engineering, SREs, Product Management and Customer Success.
- Mentor other team members and promote best practices in customer service.
- Lead escalation calls, brief stakeholder management, and assist in action plan creation.
About Ping Identity
At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise.