• Directly oversee Client Support staff, including Client Advocates and Technical Support Analysts • Provide daily direction and communication to employees so that Client Support tickets are responded to and resolved according to department best practices • Provide continual evaluation of processes and procedures; recommend methods to improve area operations, efficiency, and service to both internal and external clients • Assist the VP of Client Experience with the operations of the Client Support team, including performance analysis, forecasting, staffing, training, scheduling, and reward/recognition • Assist the VP of Client Experience to establish and document work procedures and processes for the Client Support team that support company and departmental standards, procedures, and strategic directives • Provide statistical and performance data to the VP of Client Experience • Optimize the Client Support team's use of technology, including ticketing systems, automation, and AI agents • Serve as the senior first point of escalation for all client issues • Serve as the leadership liaison between the Client Support and Engineering teams • Participate in corporate and cross-functional initiatives such as product launches, strategic projects, and change management

• Provide front‑line, always‑on (24x7x365) technical support for high‑visibility partners • Serve as the primary point of contact for technical issue intake, triage, communication, and resolution • Document and prioritize incoming issues • Follow defined escalation and troubleshooting procedures • Collaborate closely with Technology, Client Services, and Partner Integration teams to drive timely resolution • Maintain operational continuity, meeting contractual obligations, and delivering an exceptional partner support experience

• Respond to customer technical inquiries through Salesforce CRM, phone and e-mail while providing product technical troubleshooting and application support to Carrier/Bryant/ICP Technical Service Managers and internal customers for Light Commercial Products. • Provide live support to customers in the field. • Provide service and application feedback as part of the product design and launch teams. • Review and/or write product literature, service bulletins and technical training program materials. • Qualify, quantify, and work to resolve product issues. • Support manufacturing quality teams and engineering with product and process improvements. • Communicate product updates and important product information in customer facing meetings.

• Provide initial and timely responses to all support cases for a variety of topics • Triage support cases including directing users to previous answers, code examples, documentation, or escalating to specific technical or business team members • Monitor multiple feedback channels, e.g. Github Issues & Discussions • Identify where internal tooling might be developed or obtained to improve support efficiency • Reproduce issues, create test cases and improve test coverage