• Professionally provide answers and solutions to clients contacting the HR Performance Solutions CES teams via phone, email and chat, demonstrating excellent product knowledge, thoroughness, and responsiveness in all client interactions. • Manage documenting all client interactions within the Customer Service Management (CRM) • Be resourceful in using the various tools to research questions and solutions by collaborating with other team members. • Perform testing of potential defects within the application(s) and document and communicate those to the product development team. • Participate in application testing to ensure new software updates and defect fixes are ready to be released. • Contribute to the growth of the product knowledge base by assisting in the creation of product documentation with articles, videos and other presentation or training tools. • Develop a solid understanding of customer service processes and operating procedures. • Establish and maintain effective and proactive working relations, communication, and coordination with MCUL & Affiliate personnel and with management. • Perform other duties as assigned.