• Answer and respond to incoming customer phone calls, emails, or portal tickets • Provide professional and helpful technical support to customers via phone, chat, and tickets • Meet corporate SLAs • Prioritize and manage multiple open tasks at one time • Identify scope and priority of items under review • Utilize available resources to resolve customer issues • Logically troubleshoot, resolve, and document technical issues related to our software products • Collaborate with cross-functional teams to deliver timely resolution of customer issues • Actively contribute to case reduction initiative, ensuring root-cause analysis is carried out where necessary • Stay updated on product features and updates to provide accurate and timely support to clients • Continuously improve and optimize our technical support documentation, processes, and procedures • Facilitate internal and client facing meetings • Document technical knowledge in the form of ticket notes, internal reference documents, and Knowledge Base articles • Holiday and after-hours coverage rotation