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...