• Take end-to-end ownership of customer support cases, prioritizing effectively and delivering clear, actionable solutions over email and via screen shares. • Investigate error messages and unexpected behavior, identifying root causes and sharing precise technical fixes that unblock customers. • Perform configuration and environment tuning to align customer setups with platform best practices and client requirements. • Build expertise in your SME domains, steadily deepening knowledge of advanced product capabilities. • Employ technical utilities such as session replay, log review, browser developer tools, and API clients like Postman for deep-dive troubleshooting. • Partner with Product and Support to create and maintain Knowledge Base content that benefits customers and supports AI enablement. • Join daily standups to review active tickets, align on priorities, and collaborate on solutions with support teammates. • Monitor and contribute to internal Slack threads, assisting cross-functional teams on complex issues and sharing insights from your SME areas.

• Provide support to users in using systems developed by LPT4 (training will be provided)

• Provide support to users in the use of systems developed by LPT4 (training will be provided).

• Serve as a subject matter expert for ATPCO’s Retailing and Fare Management APIs, Baggage Calculator, Taxes, Fees, Charges (TFCs), and revenue accounting, diagnosing and resolving medium to highly complex issues. • Assist customers in understanding and using ATPCO products to meet their business objectives, providing clear and concise explanations of product functionality and data. • Solve pricing and product issues by applying analytical skills, critical thinking and industry knowledge. • Document recurring issues and create problem records to ensure comprehensive tracking and resolution, including data recording and reporting accuracy. • Collaborate cross-functionally with internal teams to test, troubleshoot, and resolve product-related challenges, offering insights for continuous improvement. • Support testing efforts for new product features and enhancements, ensuring they meet customer and industry requirements. • Follow up with partners to highlight and reinforce technical improvements in ATPCO solutions. • Provide on-call support for urgent off-hours issues, ensuring high-quality responses to critical customer inquiries. • Prioritize and manage tasks to meet deadlines without compromising the quality of support provided. • Continuously learn and stay updated on ATPCO’s evolving product portfolio and industry trends to support customer needs more effectively. • Act as a liaison between customers and internal teams, ensuring feedback from customers is shared for product improvements. • Advocate for customers by escalating issues, providing feedback to product management, and ensuring customer pain points are addressed in product development efforts.