• Serve as the first line of support for client inquiries submitted through phone, email, and live chat regarding Fi360’s SaaS and learning solutions. • Answer questions about features, functionality, policies, and procedures, providing clear and professional guidance to clients at all experience levels. • Document all client interactions accurately and thoroughly in appropriate systems (e.g., Zendesk, Salesforce). • Educate clients on Industry Best Practices, the Fiduciary Standard of Care, and effective use of Fi360’s tools and technology solutions. • Troubleshoot common technical issues, escalating complex cases to Tier 2 or Product as necessary. • Collaborate with internal teams, including Product, Technology, and Sales, by communicating client feedback and identifying enhancement or improvement opportunities. • Contribute to team performance metrics such as client satisfaction ratings, first response time, and service availability. • Support continuous improvement initiatives by identifying recurring issues and suggesting process enhancements.