• Serve as the primary technical contact for customers, providing expert Tier 1 support to resolve their challenges. • Triage, prioritize, and resolve incidents using ServiceNow, ensuring you meet and exceed service level agreements (SLAs). • Troubleshoot a wide range of issues across the application, from configuration and integrations to data and performance problems. • Escalate complex issues directly to the Engineering team using Azure DevOps, providing clear documentation, logs, and reproduction steps to ensure a swift resolution. • Help troubleshoot SaaS applications running in Microsoft Azure by checking system status and reviewing logs to pinpoint issues. • Participate in major incident response, contribute to root cause analysis, manage change requests, and help build out our technical knowledge base in ServiceNow. • Keep customers informed and confident with clear, professional communication regarding issue status, resolutions, and expectations.

• Respond to customer inquiries and service requests by phone, email, or chat through the case management system • Provide accurate information to resolve customer inquiries • Log case notes in the case management system for each customer inquiry or request • Ask related questions, listen intently, and identify what the customer really needs • Escalate issues to customer service leaders or to central units • Redirect customers when needed and facilitate resolution with outside entities • Troubleshoot problems and resolve items within your scope • Update and communicate with customers to provide them with expectations on service and value being delivered • Mark cases as resolved when customer requests are fulfilled, or inquiries are answered • Submit new knowledgebase articles through supervisor based on inquiries received in the SSC • Complete transactional work as needed • Apply policies, procedures, and guidelines appropriately and setting the example for communication skills, work ethic, and judgment; always uphold WVU values • Participate in ongoing training experiences offered within the SCC and within WVU

• Maintain account orderliness and ensure a field agent is assigned to each account. • Update designated accounts with new information received from the client. • Communicate any escalated information to the client or supervisor as needed. • Facilitate the successful recovery of assigned collateral. • Demonstrate basic product and service knowledge and initiate required actions as needed.

• Lead and develop a team of approximately 5 remote Support Associates, setting clear expectations for performance, quality, and customer experience. • Build a culture of trust, accountability, and continuous improvement through regular 1:1s, coaching, and performance management. • Raise the bar on support quality by providing direct, actionable feedback and developing strong judgment and ownership across the team. • Own the day-to-day execution of customer support, ensuring timely, accurate, and consistent service across all channels. • Serve as the primary escalation owner for complex or sensitive customer issues, making sound judgment calls and coaching the team to handle similar situations independently over time. • Operationalize support processes that drive consistency and scale, including documentation, workflows, training, and KCS-style resources. • Identify gaps or inefficiencies in current operations and partner with leadership to implement pragmatic, high-impact improvements. • Monitor queues, coverage, and workload to meet SLAs without reliance on heroics.