Working as a member of the Client Support team and performs various duties including, but not limited to:

o Providing a memorable customer experience with every customer contact by ensuring every service request is handled professionally;
o Providing telephone and email support to internal and external customers;
o Investigating, diagnosing and assessing technical problems reported by customers;
o Managing and documenting assigned incidents, including internal and external communications;
o Documenting all customer interactions in our Customer Relationship Management (CRM) system;
o Working with the Development team to diagnose problems and identify corrective actions for customers;
o Understanding and assessing customer-reported issues to determine prioritization and steps to replicate utilizing the replication lab;
o Learning, understanding, maintaining and contributing to internal support processes;
o Maintaining strong adherence to Service Level Agreements;
o Reviewing and updating knowledge base and technical support documentation to reflect current technical information on product;