Tier 1 Customer Support Specialist (SaaS / Salesforce)

Що робити

• Own customer support end-to-end through chat, email, and video calls from first response to resolution.
• Run onboarding sessions for new users.
• Independently troubleshoot and resolve issues before escalating; when escalation is needed, create a clear, well-documented task with context and a proposed direction.
• Maintain and improve the knowledge base and help center so recurring issues get solved faster.
• Spot patterns across tickets and flag them to product/engineering proactively — not just react one ticket at a time.