Customer Support

• Serve as the primary liaison between clients and technical teams, ensuring alignment, transparency, and clear communication throughout the incident lifecycle.
• Perform technical analysis of incidents to identify impact, urgency, and possible root causes.
• Coordinate cross-functional resolution efforts, working closely with Backend, Product, and QA teams to minimize client impact and ensure SLA/OLA compliance.
• Lead and document post-incident reviews, driving continuous improvement and long-term preventive strategies.
• Maintain and update runbooks, knowledge bases, and process documentation, ensuring operational consistency.
• Oversee onboarding, training, and technical evaluation of Customer Support agents, ensuring ongoing development and service quality.
• Manage incident escalation processes, determining when and how to escalate issues effectively.
• Contribute to the continuous improvement of incident management workflows, tools, and cross-team collaboration.
• Participate in after-hours incident management as part of the global 24/7 support structure.

IT Customer Care Coordinator

Support Specialist – Legal Tech Software

Customer Support Representative