About the job
- Act as the second-tier support specialist for customer inquiries, ensuring high-quality service and timely responses.
- Address customer queries and issues promptly, adhering to Service Level Agreements (SLAs), and escalate when necessary to ensure swift resolution.
- Take full ownership of customer issues from initiation to resolution, utilizing the escalation process to enhance efficiency.
- Collaborate effectively with cross-functional teams to avoid delays in resolution and provide seamless support.
- Leverage technology to configure products and assist customers in implementing Replicon solutions effectively.
- Maintain a solid understanding of product capabilities and limitations, offering suggestions for product enhancements.
- Demonstrate logical understanding of integration requests and other SaaS-based products.
- Must be proficient in all three communication channels: phone, chat, and email.

