• Provide support to Omie PDV customers via chat and phone. • Perform remote access to customers' machines to assist them when necessary. • Create step-by-step guides of system procedures in image/text or video format to resolve customer questions. • Escalate systemic issues and problems without obvious solutions to the Product Specialists team for validation and resolution. • Redirect chats and calls outside your area to the appropriate department to help the customer get their issue resolved by the right team. • Act in a consultative manner and provide empathetic, human-centered support to all customers.

• Provide support to internal and external customers on all aspects of LRN’s proprietary applications (functions include: campaign set up, system generated e-mails, system reporting, user data management, and customization) • Using defined systems and processes, keep both internal and external stakeholders updated as to the status of call tickets, requests, projects, issues, and changes. • Update necessary tracking and reporting systems to ensure that group statistics can be tracked, managed and measured. • Manage expectations of internal and external customers, ensuring capabilities are not exceeded to the detriment of the customer. • Escalate issues related to capabilities where appropriate. • Serve as an internal advocate for field personnel, as well as external customers. Prioritize requests based on need and impact. Work with internal stakeholders to address priorities. • Prepare and present (in written and verbal forms) product information that will assist customers with the capabilities of LRN's systems. • Maintain quality levels for all work related to customers’ requests. • Ensure there is an ongoing dialog between LRN and each customer with whom the Partner Assistance Center team member is working. • Collaborate with peers to discuss unique solutions and to document them. • Perform other duties as assigned.

• Deliver excellent customer service and application support in line with defined service levels and Civica values • Diagnose, troubleshoot and resolve complex customer issues using a customer-centric approach • Maintain accurate records of customer interactions, work completed and system changes in compliance with data protection and company policies • Follow Service Management processes, ticket handling procedures, and information security/ compliance requirements. • Continuously develop technical, customer service, and process knowledge to perform effectively in the role • Contribute to continuous improvement by identifying recurring issues, improving knowledge management, and suggesting process enhancements. • Manage workload proactively whilst collaborating with team members to meet productivity, quality and operational targets.

• Troubleshoot complex product and technical issues to determine severity and scope and respond accordingly • Participate in project management and oversight • Manage issues and questions escalated from Customer Support, Account Management, and Implementation teams • Troubleshoot and escalate complex issues to technical and product resources with the appropriate information to resolve customer inquiries • Lead technical troubleshooting sessions with customers and internal technical teams • Maintain ownership of customer communication and follow-up when issues are escalated to product development teams • Use prior knowledge, experience and tools available to provide solutions • Stay current on product offerings and training, development and provide feedback on our tools and customer experience to improve our products • Communicate with customers regarding support cases • Manage all client related issues through Client Relationship Management tool (CRM) – Salesforce • Manage and troubleshoot customer and user configurations • Educate and empower customers to maximize use of products, tools, and services • Monitor system status and health of the products • Maintain internal and external Knowledge Database (KCS, Knowledge Center Solutions) and use to assist troubleshooting • Leverage every customer as an opportunity to strengthen the relationship between the customers and the Experian brand