Ticket Ownership: Be primary responder for the queue. acknowledge, triage, and resolve tickets across email/portal/phone/chat. Customer Communication: Keep customers informed with clear, friendly updates and realistic ETAs. jump on Zoom/phone when needed. Troubleshooting: Reproduce issues, analyze logs, collect diagnostics, and deliver workarounds or fixes. Escalations: Identify P1/P2 incidents, follow runbooks, and hand off cleanly to Tier 3/Eng...
