Nebula

Customer Support

• Respond to customer inquiries via various channels chat, email or phone
• Provides customer and product support and guidance
• Diagnose and troubleshoot issues
• Guide customers through product features and best practices
• Escalate complex issues to the appropriate teams
• Document customer interactions and feedback for continuous improvement
• Identify trends in customer inquiries to improve processes and proactively address common issues
• Collaborate with cross-functional teams to improve customer experience
• Assist with onboarding and training for new customers
• Contribute to knowledge articles, process documents and FAQs
• Maintain Knowledge Base with solutions to common problems
• Track and manage support tickets
• Analyze customer data, common issues, bottlenecks and areas of improvement
• Proactive communication and customer engagement
• Strive to meet and exceed service levels to ensure high quality service delivery
• Provide customers with clear, accurate , timely , data-driven and actionable reports on the customer’s telecoms environment

Customer Support Internship