Troubleshoot and resolve technical issues raised by Alteryx customers, documenting each step to ensure transparency and knowledge sharing.
Serve as a bridge between customers and internal teams, facilitating communication and escalation of complex issues.
Manage customer requests effectively within agreed Service Level Agreements (SLAs), ensuring clear and proactive communication to align with their expectations.
Monitor cloud infrastructure and services, proactively identifying and addressing potential issues to minimize downtime and optimize performance.
Create articles for our internal and external knowledge base when related information is not present using KCS methodology practices.
Provide support through various channels, including chat, phone, and email, ensuring a seamless customer experience.
Participate in weekend support rotations as needed to maintain service continuity.