• Respond to incoming client inquiries via telephone, chat, and email • Research and resolve client issues and requests • Explain complex issues in appealingly simple terms • Manage case backlog and meet commitments to clients • Escalate tickets properly • Represent client needs and concerns when interacting with various OP departments • Stay current on all software releases, enhancements, and reported issues • Utilize critical thinking, root cause analysis, and problem solving skills to address client issues in the most efficient way possible