2 of 2 Permanent SLA Jobs in Blaenau Gwent

tasks, and identify opportunities to improve product documentation and processes. Manage incoming customer queries via Intercom, ensuring all are responded to and resolved within SLA timeframes (including Enterprise accounts). Deliver a positive and professional experience in every interaction, reinforcing our brand and reliability. Technical Troubleshooting & Implementation Assist the Technical ...

customers with complex integrations and troubleshooting. Role Responsibilities Customer Support Manage incoming customer queries via Intercom, ensuring all are responded to and resolved within SLA timeframes (including Enterprise accounts). Handle a wide range of issues—from simple “how-to” questions to complex technical investigations requiring code awareness and product … wider support and onboarding teams to ensure consistent communication and best practices are followed. Measures of Success All customer queries responded to within SLA targets (e.g., first response within 1 hour). High resolution rate within the first customer interaction. Consistently high customer satisfaction (CSAT) scores from support interactions. Reduction ...