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This document provides transparency on the Support Team Process, including a breakdown of the following topics:
Support
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Responsibilities of Support Engineers
Support Escalation Path
Incident Category Definition
Case Reason Definition
Support Process Flow
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Team Structure
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Ensuring Seamless Customer Assistance
The Support Team operates to deliver customer assistance throughout the entire case lifecycle. With dedicated Support Engineers, this team plays a vital role in addressing customer inquiries, resolving issues, and contributing to the user experience.
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Our skilled Support Engineers serve as a point of contact for our valued customers when a problem arises. They have great knowledge of the product, enabling them to provide insightful guidance and solutions.
Key responsibilities of Support Engineers include
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Case Management and Customer Communication
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