• Assisting our external customer base via phone calls, chats, email and customer portal • Diagnose, troubleshoot and resolve application, configuration and workflow questions and potential issues • Being a business partner for our customers by understanding and consulting on all functional and configuration aspects of Updox • Properly escalate potential issues, as needed, to the next level • Communicate in a cheerful, helpful, and professional manner with both internal stakeholders and our customers • Precisely document required details of assigned tickets while tracking tickets through various stages of completion • Work cross-departmentally with multiple teams to find, analyze, and resolve client issues. • Represent the voice of the customer by sharing customer feedback about our products and service • Be a change agent by proactively identifying and communicating areas of improvement to leadership • Utilize team tools and company knowledge base to research and resolve customer concerns • Provide a World Class Customer Experience by seeking to understand the customer’s concerns with empathy • Actively participate in developing the company knowledge base • Strive to meet or exceed individual, department and corporate goals • Continuously seek opportunities to grow in Updox and industry knowledge