• Serve as a primary, client-facing point of contact for end users, independently managing inquiries across live-video, email, and chat with a focus on resolution quality, timeliness, and client experience—not just response speed • Exercise sound prioritization judgement when managing multiple concurrent issues, balancing client impact, urgency, and internal discrepancies • Communicate clearly and confidently with end users during active investigations, setting expectations, and providing updates without over-promising or defaulting to escalation language • Build and sustain strong, consultative relationships with end users by developing a working knowledge of their workflows, constraints, and priorities, and applying that context to support interactions • Independently investigate and diagnose complex application issues by distinguishing user behavior, workflow gaps, configuration issues, and system-level defects - leveraging documentation, internal tools, and cross-functional partners early to validate hypotheses and drive timely resolution • Determine when escalation is warranted and own escalations end-to-end, including synthesizing context, articulating impact, and partnering with internal teams to drive resolution • Maintain deep understanding of product capabilities, updates, and known limitations, and proactively apply product knowledge to anticipate user questions, prevent issues, and improve support outcomes • Contribute to shared knowledge and process improvement by documenting learnings, updating internal resources, and refining troubleshooting approaches.