• respond to questions and technical issues from end users and partners, and either answer the questions and diagnose and resolve issues directly, or escalate to other members of the team • track all issues and their resolution and communicate outcomes to customers and partners • maintain case histories through our ticketing system and provide key information from customer interactions to PhD management • provide training, as needed, to ensure customers understand product functionality • assist with product orders and returns as appropriate • make outbound calls as needed to address key customer issues • assist with the development and delivery of training materials for customers, partners, and our after-hours support team • help oversee the performance of our after-hours support team • assist other team members with analysis of data, system configuration, alert and report settings, and creation of recommended actions to meet goals • perform other job duties as assigned

• Provide Tier 2 and Tier 3 virtual support to the organization's end users • Support software, hardware, warehouse technology, server, network, and enterprise systems issues • Respond to escalated issues from the IT Service Center and Tier 2 Support • Resolve user requests through discussions with users, coordination with internal and external resources • Provide education and trainings to users to facilitate knowledge transfer and prevent problem reoccurrence • Maintain support related documentation for certain end user platforms, monitors environments, responds to alerts, and addresses service outages

• Provides Tier 2 virtual support to the organization's end users • Support software, hardware, warehouse technology, server, network, and enterprise systems issues • Respond to escalated issues from the IT Service Center family • Resolves user requests through discussions with users and coordination with internal and external resources • Provide education and trainings to users to facilitate knowledge transfer and prevent problem reoccurrence • Maintains support related documentation for certain end user platforms, monitoring environments, responding to alerts, and addresses service outages

• Effectively manage ticketing queue to ensure timely and accurate responses back to customer inquiries • Work with clients’ technical teams to troubleshoot and resolve issues and provide integration guidance • Work directly with Implementation & Support Engineers and clients to understand and define requirements and configure our products accordingly • Become an expert so you can make recommendations to clients and coach the team to help streamline client processes using our products • Work with Product Managers to communicate bugs, feature requests, and product improvements; act as a liaison between our clients and Product team • Adhere to Service Level Agreements (SLAs) to ensure timely resolutions of tickets • Manage timely and accurate responses via Chat support feature • Ability to analyze and problem solve customer issues while remaining empathetic • Ensure a high customer satisfaction score of 95% or higher • Collaborate with Client Success Managers to mitigate client escalations • Actively review and create internal and client-facing documentation and knowledge base articles