As a member of the customer support team, I am primarily be managing the support enquires from AcadiaSoft's EMEA region. Additionally, I am fully responsible for the on-boarding of new clients. In this fast paced environment, I am currently serving as a cross functional liaison working with product, engineering, business development, sales and finance to help drive AcadiaSoft's important strategic priorities.My Duties & Responsibilities within my position are:• Ensuring that the highest levels of service are delivered to our clients• Providing telephone and email based customer support• Provide first-line investigation and diagnosis, resolving at first contact whenever possible• Assess the impact and urgency of cases and gather the appropriate information for the type of request• Responsible for the resolution of all our customer issues raised, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently• Develop a good understanding and technical expertise across AcadiaSoft’s entire product catalogue• Support the Client Services Manager towards continued improvement of team process and customer experience• Support clients through application on-boarding, product optimization and expansion on their community channels. • Train clients on various products on site, over the phone or via web conferencing