Job Description: Job Description / What you’ll do: Qualify support tickets submitted by customers, by making sure that all of the information required for troubleshooting is present. Understand and identify the root cause of the support tickets. Respond to customer queries in a timely and accurate manner, by drawing upon your own personal knowledge of best practice solutions and Tradeshift knowledgebase. Identify and forward support tickets related to other departments in a timely and efficient manner. Escalate incidents that meet the criteria of Urgent incidents to the Team Lead or World on Fire channel. Empathize with customers and provide the best customer service. Ensure high quality of ticket handling, paying attention to communication used, and specific care for sensitive customers. Be able to organize and prioritize a large portfolio. Strive for continuous improvement and drive progress on all tickets. Meet all established service-level objectives Provide LIVE support for our customers Working with international customers Mixed Shift needed (EU-US timezone)
