• Troubleshoot customer's product questions or problems via live chat, email, and phone, focusing on product functionality, operating environments and system configuration/setup. • Serves as primary support liaison between Total Expert and end users. • Responsible for documenting incidents in required tracking systems. • Proactively keeps customer informed of how and when problems are resolved with strong focus on retention and reference ability. • Manage workload to ensure all customers issues are handled in a timely manner and driven to resolution. • Conveys customer feedback and escalations to Management. • Work collaboratively within Support and across other departments to insure proper handling of customer issues. • Assists in verifying user-reported issues and communicating to the proper internal channel for resolution. • Assists in testing resolutions to ensure effectiveness. • Promotes and maintains a high quality, professional, service-oriented company image among end users and team members. • Takes initiative to constantly expand product knowledge within our platform. • Demonstrates ability to adapt to fluctuation and increase in workload. • Required to participate in a Saturday shift following the rotation guidelines. Shift can be covered remotely or in office. Access to internet will be required for remote coverage. • Assists with other duties as assigned by management.