Write thorough and detailed case documentation to meet objectives for Case Quality and Customer Satisfaction scores
• Proactively take ownership and responsibility for support cases where and when required
• Collaborate with Internal Engineers on more complex issues
• Contribute to the development of internal tools that can be used during triage and issue restorations
• Escalate customer issues to the Support Manager as appropriate
• Participate in team projects that enhance the quality or efficiency of support
• Participate in after-hours and on-call support as needed