• Provide second level technical support for customer software applications, including proprietary software, email and website support. • Sign into the email, phone, and chat queues and take calls, chats or emails as assigned and respond to customer requests in a timely and accurate manner. • Initiate, update, track and close tickets through work order system. • Complete and maintain all required paperwork, records, documents and tech support logs according to established procedures. • Recognize, document and alert the supervisor of trends in customer calls and issues. • Escalate complex issues to appropriate staff. • Recommend process improvements. • Perform additional responsibilities as assigned.

• Serve as the first point of contact for employees seeking technical assistance for questions and problems related to attest technology • Perform remote troubleshooting through diagnostic techniques and pertinent questions, and determine the best solution based on the issue • Direct unresolved issues to the next level of support • Interface with internal team members and technology vendors for resolutions when applicable • Monitor performance of attest technology applications and integrations between the various applications based on help desk ticket trends • Identify and suggest possible improvements to attest technology processes and procedures • Work with the National Attest Technology team to communicate trends in application and/or process related problems and suggested improvements • Assist with application/technology testing, implementations, and pilots • Assist in application data transitions and implementations • Assist with testing upgrades, new features, or tools • Assist with other team functions and deliverables as needed

• Acting as the technical escalation point for mission-critical production customers. • Investigating complex issues escalated from Support through to resolution. • Collaborating with Site Reliability Engineering and Product teams to determine the best course of action for specific customer issues. • Working with our Incident team to address emerging issues with our platform and services. • Developing training, documentation, and knowledge-sharing sessions based on patterns identified during escalated investigations. • Facilitating mentorship sessions with the existing Customer Support team to help build their technical and troubleshooting skills.

• Respond to inquiries on technical issues from a global customer base • Report bugs and work with the QA & Engineering teams to resolve customer issues as soon as possible • Escalate critical support issues from customers to the appropriate internal channel • Verify that the issues have been resolved prior to communicating to the customer • Assist in communicating to customers about issues impacting their service • Follow internal processes to streamline and scale support work • Review incidents to determine steps to anticipate, prevent, or mitigate the customer's challenges • Be fulfilled by solving problems for others and enjoy providing excellent customer service • Play a key role in growing and improving our culture of great customer service