• Handle inbound support inquiries via phone, email, and chat that range in complexity from “how-to” questions to involved debugging to track down operational anomalies. • Triage a wide range of requests, prioritize support issues to handle the most critical issues first, and safely courier the information to the proper team. • Maintain a speedy response time and a happy customer rating, taking pride in achieving a high service level and continually focusing on process improvement. • Develop and foster customer relationships by providing functional and technical support for products. • Work with your team to maintain and contribute to the knowledge base and ensure that relevant content can be easily surfaced. • Ensure that a set of standard methodologies and processes is used to assess issues and provide adequate solutions effectively • Work closely with sales, support, product, and marketing to communicate root causes for customer success or failure, and drive requirements for product enhancement and development • Maintain and aspire to exceed team and company goals, including maintaining high levels of customer retention and customer satisfaction