Technical Support Representative
Role Overview
Provide technical and customer support to users of the Lofty platform through email, chat, and inbound calls. Your role is to resolve issues efficiently, guide users on platform usage, manage escalations through JIRA, and ensure clients receive timely updates until resolution.
Key Responsibilities
- Handle support requests via email, chat, and phone
- Troubleshoot issues using product knowledge, Help Center, and Confluence
- Create and manage JIRA tickets for unresolved concerns
- Follow up with clients and internal teams on pending tickets
- Maintain accurate documentation and clear communication
- Assist with upselling add-ons or lead generation solutions when appropriate
- Use AI tools to improve response speed and support efficiency