KrazyBee - Escalation/Customer Service Specialist (2-6 yrs)

- 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.