Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations. Uses Tagit’s ticketing system to create, track, and/or update details on the specifics of client issue(s). Gather requirements and define scope with assistance from technical team Create necessary documents such as BRD, FRD, and project plan May submit client issues to development team for resolution as needed and works as the liaison between customer and development team. Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required. Provide training to client end-users (typically via webinar). Creates or enhances documentation throughout the implementation process. Contributes to company knowledge library participate in User Group meetings and activities Provides inbound phone, web, or email software support to resolve client inquiries and problems effectively and efficiently Commits to expanding technological skills and knowledge of the Tagit products. May be required to work critical incidents outside of normal working hours and on holidays.