• Serve as the first point of contact for customers seeking assistance over the phone or email in area of expertise. • Build strong and positive relationships with customers, demonstrating empathy and patience in all interactions. • Respond to customer inquiries and concerns promptly and professionally via various communication channels. • Perform remote troubleshooting through diagnostic techniques and pertinent questions. • Troubleshoot to identify and resolve problems in a timely manner. • Walk the customer through the problem-solving process. • Real time documentation to keep detailed notes on tickets. • Follow-up and update customer status and information. • Work to diagnose and resolve basic technical issues. • Escalate issues to the next Tier of support with next level of difficulty. • Proactively gather customer feedback to understand pain points and areas for improvement, advocating for customer needs within the organization. • Assist in and plan training, development and education for features and updates. • Assist in providing data to internal teams by correct usage of support team desking tool. • Participate in on-call rotation every 6-8 weeks. • Other duties as assigned.