• Respond to client e-mail support tickets such as questions, status checks, phone activations, phone orders, account suspensions, cancellations, and other concerns. • Use multiple online systems and support tools to effectively resolve tickets. • Resolve assigned tickets accurately and in a timely manner. • Prioritize tickets based on urgency and severity, ensuring the most critical issues are addressed promptly. • Collaborate with colleagues and escalate appropriate tickets to more advanced agents in a seamless manner when required for the best client experience. • Meet or exceed Key Performance Indicators for the role such as number of tickets handled and response times • Develop through experience and training courses a working knowledge of key processes and procedures of multiple vendor platforms. • Utilize internal messaging systems to communicate and coordinate with peers and supervisor. • Other duties as assigned.