2+ years in customer support, including escalated or Tier 2+ cases
Comfort going "off book" when a case doesn't fit a playbook, and adapting as processes change
Strong organization: you track dozens of open cases across owners and deadlines without dropping
Clear, careful written and verbal communication; you'd rather get it right than respond fast
Proactive persistence with internal teams and partners, plus patience with customers
A self-starter and team player who learns new tools quickly

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