Manage incoming phone calls and chats (where applicable), resulting in customer tickets, to achieve metric goals aligned with company OKRs Provide software support for our clients by answering and responding professionally to urgent inbound tickets, chats, and calls, tracking them at various stages of completion Work to identify the root cause of the clients' problem, providing answers and solutions in a way that is easily understood, guiding promptly through the resolution while also delighting the customer Be a support representative and consultant for various subjects related to the DrChrono platform, both the web and mobile application, iOS features, and Partner information. Proactively identify clients experiencing repeated issues or requests that are not resolved to the clients' satisfaction while identifying possible opportunities for escalation Utilize internal tracking tools to manage issues between customers, sales, support, and engineering Work cross-departmentally with multiple teams to find, analyze, and resolve client issues. Represent the voice of the customer by gathering and sharing customer feedback about our products and service Provide recommendations to your leadership team about how to improve customer experience Work closely with the account management team to maintain a continuous knowledge of accounts. Navigate through applications and company tools to research and resolve customer inquiries Provide excellent customer care and focus; focusing on assessing the customers’ needs and provide the correct answer, path, troubleshooting, or method for an outstanding customer experience Actively participate in developing the company knowledge base as well as improving team and customer resources by recognizing patterns of technical issues trends through customers' outreach and recommendations for self-service articles Strive to meet and go above personal and team targets and goals