• Play a key role in supporting customers to ensure they successfully use and benefit from the Appficiency NS products & Microsoft 365 products • Work closely with more experienced customer success managers and other internal teams to deliver a seamless customer experience • Help customers maximize the value of their NS systems • Address and resolve customer issues promptly and effectively as an escalation point for customer support and CSA's • Gather customer feedback to improve the products or service and enhance the overall customer experience • Respond to ticket and support requests for all customers and help manage the ticket to its resolution within defined SLA's • Work with other teams, such as customer success, development, sales and marketing, to ensure customer support tickets are resolved within SLAs • Maintain accurate records of customer tickets, and solutions, and report on key metrics for ticket response times and ticket trends • Create and edit existing knowledge base articles and video content • Represent customer needs and interests within the company to drive product roadmap and service improvements • Test Bug resolutions and Change requests for the customers to ensure they meet their needs