-Be positive. -Show empathy at all times. -Show a personal voice on your communication. -Provide first level support for customer queries by email and phone. -Escalate issues to the tech team. -You will be the customer’s champion so you will need to follow up on customer requests (internally and externally) and close the loop. -Create content for the Help Center. -Help improve support strategies. -You are experienced in working with Helpdesk software (Zendesk, Helpdesk, Groove …). -You understand the world of B2B Saas companies. -You are a critical thinker and have a keen eye for troubleshooting. -You believe in doing the right thing and doing it right.