• Handle all types of client support tickets, aiming to respond within a 2-hour SLA and escalating issues when appropriate. • Investigate, troubleshoot, and resolve issues, recognizing that some cases require deeper analysis and follow-up. • Join client calls as needed to provide live support and serve as a support liaison (“Charlie”) when required. • Assist with check-in calls when other team members are unavailable. • Manage shared email inbox coverage during team member absences to ensure continuity of support. • Complete full system setups for new clients, including configuration, testing, and support during trainings to ensure a smooth rollout. • Set up and manage recurring inspections for clients. • Create, update, and maintain inspection templates based on client needs. • Ensure existing clients are kept up to date with system changes, enhancements, or required updates. • Assist with updating make-ready boards, including adding, removing, or modifying columns. • Support clients with Engrain maps as needed. • Perform audits to identify missing data, configurations, or setup items and address them accordingly. • Ensure coin winners or incentive recipients are contacted in a timely manner. • Assist with audits or internal checks as requested. • Remain flexible and available to learn new tools, processes, or workflows to support the team wherever needed. • Handle last-minute or unexpected requests that may arise, maintaining a positive and solution-oriented approach.