Optimizing Customer Support for Mobile Messaging Apps

Currently, I also manage to handle Customer Support role in one of ICT Company specializing in Mobile Messaging services (SMS, Whatsapp, Email Blast, etc.) There, I handle tickets from customers, resolve their issues or inquiries, guide them with the solution by live chat and email. I also troubleshoot minor IT issues to ensure all clients activities run well, and liaise to upper level of escalation tier if needed.