• Provide timely and world class customer support to users via multiple channels • Manage incoming support cases by prioritizing based on severity and or re-route to other departments as required • Take ownership and follow up on open cases which are unresolved • Build strong client relationships by following up with customers in a timely manner • Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions • Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system • Support the department’s goals, objectives, and deliverables • Work shifts between 8am and 8pm as required