• Triage, manage, answer, and resolve incoming tickets, questions, and requests from clients. • Coordinate with administrators, supervisors, and executives at partner organizations to understand and resolve issues and concerns. • Work closely with Client Success Managers, developers, database administrators, and subject matter experts to address client needs and proactively resolve issues. • Assist HMIS staff with compliance reporting, data quality, and system-wide reporting needs. • Understand and assist clients with implementing new HUD HMIS compliance data collection and reporting updates. • Work with clients to replicate reported issues, identify root causes, and put sustainable resolutions into place. • Work with other internal departments to troubleshoot and resolve issues as needed and communicating the status of issues to client. • Monitor systems and site performance for issues or outages and coordinate resolutions with various internal teams. • Answer phone calls, video chat with clients, and correspond through tickets and e-mails to resolve issues, answer questions, and provide status updates. • Customize and configure ClientTrack forms, workflows, workspaces, and dashboards in client environments. • Manage a queue of tickets and escalate tickets to ensure rapid resolution times. • Apply critical thinking/problem-solving skills in working with clients and cross-functional teams on client support initiatives. • Support team members may be asked to work varying shift times between 7am and 7pm MT and may be asked to cover emergency phone lines outside of normal business hours. • Ability to travel nationwide, up to 10% annually. • Performs other duties as assigned.