ability to assist users with Pre-Sales, General Inquiries, and technical support issues via phone/email/chat/social messaging channels (as assigned);
ability to adapt the brand’s voice and tone for interactions on both private (phone /email /chat /messaging channels) and public (social, forums, ecommerce reviews) channels;
respond appropriately to customer escalations and escalate issues and customers to higher tiers of support as defined and documented Respond to inbound customer requests , document relevant case information;