Monograph

Customer Support

• Resolve support tickets through Intercom, providing customers with timely, friendly, and accurate responses. Seek out answers and ensure there is relevant documentation.
• Troubleshoot before escalating - replicate issues, gather necessary details, and provide a clear summary before passing to Engineering.
• Conduct customer calls when further troubleshooting, explanation, or clarification is required to resolve complex issues efficiently.
• Identify inefficiencies in ticket triage and contribute to scalable improvements for our customer support team.
• Develop deep product knowledge and stay up-to-date on all new releases to better support our users.
• Collaborate cross-functionally to promote a consistent and seamless user experience. Share product insights and advocate for customer needs.