Customer Service Executive

Manage incoming requests via WhatsApp, email, chat, and phone, logging tickets for urgent issues.
Reviews issues and contacts customers to understand issues.
Categorize and process incidents according to defined priority levels (P1/P2/P3/P4).
Ensures customers stay informed as to the status/solution of their issue.
Utilizes troubleshooting tools (e.g., event logs, and performance traces) to help resolve customer issues.
Resolves or escalates multiple and varied customer issues. Documents technical work and research.
Analyzes problems and develops solutions for customer needs using log analysis and other proprietary tools.
Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
Attends readiness training and non-technical training to ensure that they become proficient in support topics. Product/Process Improvement
Provides feedback to improve products to more senior engineers or technical advisors.
Identifies potential defects and escalates to more senior engineers to resolve.
Provides feedback on how to improve automated tools.
Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems.
Monitor, track, and manage Service Level Agreements (SLAs) to ensure timely resolution and high customer satisfaction.
Execute standard shift handover procedures (preparing shift reports, conducting verbal handover meetings, acknowledging unresolved issues, and logging handovers in the ticketing tool).
Leverage AI Agents and AI-driven ticketing/diagnostic tooling for quick checks, CMS configuration updates, and issue reproduction.