🔹 Technical Support & Issue Resolution * Provide end-to-end technical support via the TomTom Help Center (bugs, feature requests, product inquiries, and support questions). * Ensure timely issue resolution aligned with SLAs and SLOs. * Triage, categorize, and escalate issues to product or engineering teams when required. * Maintain accurate and synchronized ticket updates in systems like ServiceNow and Jira.     🔹 Knowledge Base & Enablement * Develop and maintain FAQs, troubleshooting guides, and best-practice documentation. * Promote customer self-service through online portals and dashboards. * Conduct onboarding sessions for new hires. * Facilitate ongoing knowledge-sharing sessions across teams.     🔹 Defect & Change Management * Act as a stakeholder in defect and change management processes. * Coordinate with product, delivery management, and pre-sales teams. * Support onboarding and provisioning for new and existing customers.     🔹 Cross-Functional Collaboration * Work closely with CPMs, Account Managers, Product Managers, and Sales teams. * Participate in postmortems and provide actionable customer feedback. * Align with teams on product releases, software updates, and bug fixes. * Identify and address training needs in collaboration with team managers.       🔹 Reporting & Performance Metrics * Track support KPIs such as: * Ticket turnaround time * Customer Satisfaction (CSAT) * Self-service adoption rates     🔹 Operational Excellence * Contribute to automation and process improvement initiatives. * Implement innovative or AI-driven solutions for complex support challenges. * Lead new initiatives to enhance support and learning experiences.