Customer Support Executive

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.

Ensure high levels of customer satisfaction and help drive retention.