• Respond to customer inquiries via email and virtual meetings with professionalism and accuracy, ensuring timely resolutions to meet customer needs. • Resolve customer issues with product functionality, reporting, and integrations. • Write basic to intermediate scripting queries to investigate customer data problems. • Document solutions in the knowledge base. • Troubleshoot technical issues, escalating more complex cases to higher-level support or technical teams when necessary. • Communicate clearly and empathetically with customers, ensuring a positive experience by providing helpful and informative solutions. • Update and maintain the customer support knowledge base with accurate solutions and troubleshooting guides for common issues. • Collaborate with internal teams to ensure customer facing documentation is always current, reflecting any new product features or changes. • Assist in improving self-service resources as needed, ensuring easy access to valuable information for customers. • Work with product, engineering, and customer success teams to escalate customer feedback and technical issues, contributing to product improvements. • Provide backup assistance for Engineering team in manual testing. • Act as a bridge between customers and internal teams to keep both sides informed about ongoing issues and solutions. • Regularly track and report on common customer issues, using insights to suggest process improvements that reduce recurring problems. • Participate in team meetings and feedback sessions to share learnings and improve overall team performance.

• Own first-line customer support for Fiscal.ai users across email, Slack, and ticketing systems. • Troubleshoot account, billing, product, API, MCP, and financial data issues with strong triage judgment. • Explain financial data, platform limitations, API access, coverage, and update timing in concise, customer-friendly language. • Escalate issues to product, data operations, or engineering with clear context when they cannot be resolved directly. • Identify recurring support patterns and surface product, documentation, data quality, or workflow improvements.

• Prepare, review, post, verify, and record customer payments and accounts receivable transactions. • Create accurate customer invoices in accordance with company policies and government contract requirements. • Assist with Government Contract (GovCon) billing and invoicing processes while learning applicable regulations and customer-specific requirements. • Generate and reconcile monthly billing statements using financial and accounting systems. • Maintain and update customer records, including contact information and billing details. • Organize, file, retrieve, and maintain financial documentation and supporting records. • Communicate billing updates and changes with internal departments to ensure timely processing. • Assist with month-end billing activities and other accounting support functions. • Identify discrepancies and resolve issues in a timely and professional manner. • Perform other duties as assigned in support of Accounting and Operations.

• Provide customer support across multiple channels, including tickets, chat, email, and online meetings. • Collaborate with L2 support teams to identify and implement effective solutions. • Troubleshoot WhatsApp API-related issues and resolve technical problems. • Guide partners and clients in navigating the WhatsApp Business ecosystem. • Communicate with WhatsApp / Meta representatives. • Work closely with LATAM onboarding and commercial teams.