• Monitor the Zendesk ticket queue throughout assigned hours (8:00 AM - 4:00 PM ET) to ensure prompt acknowledgment and response to all incoming requests. • Provide timely, accurate, and professional responses to support tickets. • Troubleshoot and resolve functional and technical issues, escalating when appropriate. • Conduct root cause analysis and implement solutions to prevent recurring issues. • Develop deep functional knowledge of OnePlan to effectively support end users. • Test new release updates and system enhancements; document findings and report defects or improvement opportunities. • Collaborate with internal teams to address complex issues and support system improvements. • Maintain accurate documentation of issues, resolutions, and support procedures. • Contribute to knowledge base articles and user documentation as needed.