• Deliver prompt, courteous, and effective support to both external users and internal employees encountering product or technical issues. • Investigate and troubleshoot software and platform-related problems reported by users via various channels (phone, email, chat, etc.). • Proactively identify patterns in customer issues and communicate actionable insights. • Escalate unresolved or complex issues to appropriate internal teams and follow through to ensure resolution. Comfortable navigating ambiguous situations. • Maintain and improve internal and external documentation, ensuring resources are clear, accurate, and up to date. • Contribute to the creation and optimization of support workflows, processes, and tools to drive team efficiency and user satisfaction. • Collaborate cross-functionally in a fast-paced environment, demonstrating adaptability and an ability to manage competing priorities. • Participate in after-hours or weekend support as needed to meet business demands. • Perform other duties as assigned.