• Serve as the primary frontline point of contact for routine customer inquiries (login issues, password resets, user setup, device ordering, basic “how do I” workflows) • Provide reliable phone and ticket intake coverage during business hours • Accurately document customer interactions within Zoho and associated systems in alignment with QMS standards • Resolve high-volume, repeatable workflows independently and efficiently • Triage complex or technical issues appropriately to Tier 1 with clear documentation and context • Maintain operational consistency in user provisioning, ordering workflows, and portal-related tasks • Identify recurring friction points and escalate patterns proactively • Contribute to documentation improvements and customer-facing enablement resources • Demonstrate steady improvement in software fluency and device workflow knowledge within first 3–6 months • Achieve strong responsiveness metrics and positive customer interaction feedback • Spend much of the day on the phone first response to customers • Consistently meeting or exceeding your goals while taking advantage of growth opportunities as they become available demonstrating results & readiness to take on new challenges