• Support our customers through live chat, email, and occasionally over live video calls. • Resolve complex technical issues, from platform integrations to data syncing challenges, ensuring seamless user experiences as a go-to expert. • Use analytical skills and creative problem-solving to make a real impact on customers' day-to-day workflows. • Actively listen and ask the right questions to clarify issues, pinpoint root causes, and provide effective solutions. • Turn customer frustration into confidence by diagnosing problems and communicating solutions for every "new puzzle" you encounter. • Stay up to date with Newsela and Formative product features, integrations, and platform updates through continuous training and hands-on experience. • Grow your expertise at the forefront of evolving technology, sharing valuable insights with both customers and teammates. • Work cross-functionally with internal teams, contribute to training sessions, and provide insights on technical trends and customer pain points. • Shape better processes and improve the customer journey, making an impact that goes beyond your daily support role.