Customer Support Executive

Responsibilities will include:

Zendesk Ownership:

1. Keep Things Moving: Manage user inquiries effectively by sending holding messages, setting clear expectations, and performing necessary follow-ups to ensure users are kept informed throughout the resolution process.
2. User Advocacy: Act as a champion for users, ensuring grievances are addressed promptly and fairly by coordinating with internal teams and pushing for timely resolutions.
3. Bridge Between User & Internal Team: Serve as the link between users and internal departments, ensuring clarity in communication and action for issue resolution.

Availability:

1. Be consistently available on Slack and Huddle during preset work hours, ensuring rapid response to team and user queries.
2. Promptly communicate any temporary changes in schedule or leave updates on Slack channels to maintain team coordination.

Ticket Management:

1. Draft and Send Responses: Take charge of all new tickets, providing thoughtful and accurate initial responses.
2. Handle Follow-Ups: Proactively manage follow-up interactions with users to maintain ongoing communication until resolution.
3. Seek Assistance for Complex Cases: Proactively reach out to team members for guidance on tickets you’re uncertain about.
4. Quality Assurance: Ensure all responses are reviewed and validated by the relevant team members before sending to users.