• Front-Line Customer Support • Respond to incoming support inquiries via email, chat, and ticketing systems with professionalism and empathy. • Troubleshoot product questions and configuration issues for schools, districts, PTAs, and SSOs. • Provide clear, concise, and accurate guidance that builds customer confidence. • Maintain prompt first-response times and resolution standards. • Ensure all customer interactions are documented thoroughly and accurately. • Ticket Triage & Escalation • Categorize and prioritize incoming tickets based on urgency and impact. • Escalate technical issues to the Technical Support Engineer with a complete and organized context. • Escalate product bugs or UX concerns to the Help Desk Manager for product operations review. • Track escalations through resolution and ensure customers receive timely follow-up. • Customer Experience Excellence • Maintain customer satisfaction scores of 93%+ through thoughtful communication and ownership. • Set clear expectations regarding next steps and timelines. • Close the loop with customers once issues are resolved. • Identify opportunities to improve clarity, reduce friction, and enhance the support experience. • Documentation & Continuous Improvement • Flag recurring issues and documentation gaps to the Training & Documentation Specialist. • Contribute insights to improve Help Center articles, FAQs, and training materials. • Identify patterns in support questions and surface trends to the Help Desk Manager. • Support AI-assisted help tools by flagging inaccurate or incomplete responses. • Product & AI Collaboration • Partner with the Support Manager, Documentation & Training Specialist, and Technical Support Engineer to improve AI support performance. • Provide structured feedback on customer-reported issues to improve product quality. • Assist in validating fixes and ensuring customers are informed once updates are released.