Customer Support

• Primary point of contact for customer and account team escalations during your shift
• Responsible for initial triage of resources, and ensuring prompt response to escalations
• Ambassador of continuous improvement within the support organization
• Identify areas of improvement and escalation trends and present to support leadership
• Work with Managers On Duty (MODs) to identify and track critical escalations spanning multiple time zones
• Follow through on commitments from escalation requests, including follow up meetings and root cause analysis
• Work closely with CX Technical Support Escalation Management team to raise critical issues with cross-functional teams

Manager on Duty, Customer Experience

Catalogue Support Specialist

Customer Service Representative

Trainee Customer Service Support Advisor

Support Specialist

Support Specialist, Night Shift