• Act as a trusted advisor and strategic partner for customers throughout their lifecycle. • Assist in onboarding new customers by managing implementation and training to ensure early product adoption. • Respond to customer support and training requests in a timely and efficient manner. • Provide clear guidance on best practices for using RTO Pro and offering recommendations to customers on how to best leverage the software. • Document all client interactions and activity using internal systems and tools to ensure full visibility and continuity across teams. • Support and contribute to the customer knowledge base by identifying common customer questions, gaps in documentation, and opportunities for automation or self-service. • Champion product adoption and customer education initiatives to reduce support dependency and drive retention. • Manage customer escalations by coordinating across support, product, and engineering teams to resolve issues quickly and professionally. • Provide feedback to internal teams on product gaps, customer needs, and emerging trends. • Help shape our evolving CS processes, metrics, and customer lifecycle playbooks. • Provide exceptional technical support: distill information from various sources such as Windows Error logs, local software debug logs, and various other forms of information. • Understand how to collect and relay issues to the development team when software defects are suspected.