• Provide world class customer support and produce successful outcomes for clients with pressing challenges relating to administration, configuration, and utilization the application. • Develop an in-depth understanding of our cloud-based software to support processes and patient care in long term care facilities. • Facilitate the resolution of complex technical issues by way of log analysis, research, or problem recreation. • Work cross-functionally within the organization, to deliver quality, satisfaction, and resolutions to customers. • Effectively use and search the knowledge base, consistently contributing new or updated superior quality content. • Enhance, advocate, and exemplify KCS methodologies in addition to authoring and updating knowledgebase content. • Works to frequently exceed established service delivery guidelines and key performance indicators. • Mentor less experienced team members on trouble shooting SaaS products, customer support best practices, and internal processes. • Thoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing system. • Be available to work rotating shifts between 8am to 8pm EST on weekdays with an occasional need for scheduled overtime on weekends and holidays as determined by business need.