• Respond to member inquiries with clear, professional communication and correct grammar. • Guide members through product usage with accurate, concise instructions. • Ensure timely follow-up on open tickets, especially when awaiting member responses. • Collaborate with members and engineering to identify, reproduce, and troubleshoot software issues. • Participate in internal product testing as needed. • Assist Sales and Success Managers in identifying and resolving product-related issues. • Develop and maintain strong knowledge of all product features and functionalities. • Contribute to both internal and external knowledge bases to improve self-service support. • Monitor and analyze support trends to identify opportunities for product improvements or process changes. • Generate creative ideas to reduce ticket volume and enhance the support experience. • Create helpful content (e.g., FAQs) for students, site supervisors, and faculty. • Quickly identify and act on potential compliance or critical issues. • Proactively monitor ticket patterns and identify possible account risk factors. • Pinpoint root causes of recurring issues and work closely with the Success team to mitigate risks. • Escalate urgent matters following established procedures to appropriate internal teams.