• Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system • Be each customer’s champion by providing ongoing support via our help desk platform helping them find solutions to their inquiries • Support development and update of the internal and external knowledge base to help scale our help desk support • Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations in each support ticket • Learn, adopt, establish processes and workflows that allow the support team to run like a well oiled machine • Improve and advocate for customer experience by identifying opportunities to enhance our product and service features • Support engineering ticket creation, review and prioritization • Share user feedback to Product function and help them translate the feedback into features that customers find valuable • Regularly participate in the customer support queue to stay up-to-date with the Prompt software and tools, using these insights to enhance training programs.