• Develop Advanced Product Expertise: Continuously deepen your knowledge of Jackrabbit’s features and functionalities, staying up-to-date with product enhancements and workflow changes, to provide industry-leading support and consultative advice. • Knowledge-Centered Service (KCS) Ownership: Drive the KCS methodology by taking ownership of the knowledge lifecycle. This includes proactively capturing, structuring, and refining new and existing knowledge in real-time during the support workflow. • Serve as a KCS Publisher responsible for the final validation and quality of critical knowledge articles before they are released for client self-service and team use. • Multi-Channel Technical Support: Serve as the primary technical resource for our clients, offering support across multiple channels including chat, phone, and tickets. • Navigate and troubleshoot a broad spectrum of issues, from browser/device compatibility to system bugs, data discrepancies, and accounting reconciliations. • Client-Centric Solutions and Success: Engage proactively with clients, utilizing your extensive product knowledge (and leveraging the KCS knowledge base) to deliver tailored, creative solutions that address their unique challenges. • Consultative Approach: Act as a trusted advisor to our clients, recommending best practices, workflow optimizations, and integrations to improve their operational efficiency and enhance user experience. • Cross-Team Collaboration: Collaborate closely with the Development and Research teams to troubleshoot, escalate, and test product issues, ensuring seamless product functionality and advocating for client-centric improvements.