• Provides support to customers via phone, email, chat, and online help channels • Provides answers to clients for basic, general questions about products and orders • Assists with billing and invoice issues, such as payments, refunds, order replacements and cancellations • Provides general how-to guidance and user information with company software products • Provides troubleshooting assistance of errors or issues with company software products; including identifying the issues, researching answers, and elevating to next level of support for resolution when required • Logs customer contacts into ticketing system for handling, tracking, and follow up of customer issues and needs • Responds to customers in a timely and efficient manner within designated service level agreements • Assists in identifying areas of improvement for clients, and user training of supported software and programs • Assists in improving system performance by identifying problems and recommending changes • Requires good interpersonal and customer service skills • Must be able to work in a multi-task environment with limited supervision • Must be able to sit for extended periods of time • Must be able to work rotating shifts