• Provide remote and/or on-site support services to clients • Act as a resource for the department's reactive tickets queue • Understand client requests and react according to severity • Achieve 95% CSAT consistently as an individual metric • Perform client resource onboarding and offboarding requests • Utilize the ticketing system to work on and resolve tickets • Follow the documented processes throughout the entire ticket life cycle • Provide guidance and support to team members • Create, update and maintain Client Documentation • Document and account for all time worked within the ticketing system