• Provide phone, chat, email and remote support for the Laserfiche software to resellers and customers. • Maintain personal and departmental case load by responding to and working on cases within stated SLAs. • Coordinate with Laserfiche development when cases require additional assistance • Report and file bug tickets that come up during troubleshooting • Test and verify software functionality pertaining to hotfixes, patches, updates, and new releases • Monitor Laserfiche Answers and provide troubleshooting assistance via the public forum • Watch and review videos of internal software training sessions and development meetings • Ensure all team members follow Laserfiche security policies and all other corporate policies, and safeguard Laserfiche classified information through appropriate data handling practices. • Enroll and complete relevant product and technical training courses in the company’s Learning Management System. • Participate in departmental training sessions in-person or remotely.