• Serving as the initial point of contact for technical inquiries and providing clear, understandable explanations to both technical and non-technical users. • A key aspect is maintaining a customer-focused mindset, listening to user needs, and ensuring a positive experience. • Diagnosing and resolving issues related to hardware, proprietary software, and network connectivity, via phone and email. • This includes guiding users through diagnostic processes and utilizing remote tools to fix problems. • Configuring and maintaining computer systems, software applications, and peripherals. • This involves managing internal and external user accounts, access permissions, and resetting passwords. • Interacting with Product Owners, Development Teams and Technical Account Managers to become proficient with both business purpose and customer workflows as well as the technical architecture of our applications. • Proactively develop and maintain technical knowledge of the technologies we support, staying informed with current trends and best practices. • Logging, managing, and prioritizing support requests and issues using QuickBase. • This also involves documenting solutions and resolutions to aid in tracking recurring issues and improving service quality. • Escalating complex or unresolved issues to a higher-level support team when necessary. • Providing basic training and guidance to users on how to use our commercial technologies.