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KrazyBee - Escalation/Customer Service Specialist (2-6 yrs)
KrazyBee
posted 2mon ago
Job Description
- Handle escalated customer inquiries and issues that cannot be resolved at Level 1 support.
- Analyze and troubleshoot complex technical problems related to our products and services.
- Communicate effectively with customers to understand their concerns and provide timely updates on issue resolution.
- Collaborate with internal teams, including product development and engineering, to resolve escalated issues.
- Document all interactions, issues, and resolutions in our support ticketing system.
- Assist in developing and maintaining a knowledge base for common issues and resolutions.
- Provide feedback on recurring issues to help improve products and support processes.
- Train and mentor Level 1 support staff on advanced troubleshooting techniques and customer interaction.
Functional Areas: Other
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