• Provide front-line customer interaction and support: Engage directly with customers to address inquiries, concerns, and service requests related to products and solutions. • Diagnose and resolve technical issues efficiently: Gather information, analyze symptoms, and provide timely resolutions for a wide range of user issues, including login problems and website functionality. • Document all customer interactions accurately: Use the case management tool to record details of each customer contact, ensuring thorough and consistent documentation. • Escalate complex issues to appropriate teams: Identify issues requiring additional expertise and escalate them to Level 2 support in a timely and effective manner. • Perform follow-up communication and callbacks: Follow up with customers to ensure issue resolution and complete scheduled callbacks as needed. • Manage case queue and meet performance goals: Monitor open tickets and work towards exceeding team metrics, including response time, resolution rate, and customer satisfaction. • Stay current on system updates and processes: Keep up-to-date with system changes, product enhancements, and internal updates to provide accurate and relevant support. • Collaborate with cross-functional teams: Work closely with departments such as sales, compliance, and implementation to ensure consistent communication and issue resolution. • Promote customer retention through solutions: Offer alternative solutions when appropriate, aiming to retain and support long-term customer relationships. • Identify potential leads for the sales team: Recognize and relay potential sales opportunities uncovered during support interactions. • Participate in after-hours support coverage: Provide support outside of standard business hours as required to ensure continuous customer assistance.