• Develop and maintain a deep understanding of our products billing 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 • Assist in the prioritization of billing tickets by quantifying needs, features, and value points. • Share user feedback to Product function and help them translate the feedback into features that customers find valuable • Provide background support to Enterprise Billing Success Managers (BSMs) during client calls by tracking and following up on product bugs and enhancements, assisting in the triage process, and documenting new tickets as discussed.