Respond to Customer Queries in a timely and accurate way, via phone, email or chat, ensuringapositive customer experience. • Identify customer needs and help customer use specific features effectively. • Analyse and report product malfunctions (by conducting tests in various scenarios or impersonating users to replicate issues.). • Update our internal database with information regarding technical issues and valuablediscussions with customers. • Monitor customer complaints on social media and proactively reach out to provide assistanceandresolve issues. • Share feature requests and effective workarounds with team members. • Inform customers about new features and functionalities.