• Provide frontline telephone and email support for Strata Master users, delivering confident and professional customer communication.
• Independently manage multiple concurrent cases in Salesforce CRM, ensuring accurate documentation, clear customer updates, and timely resolutions.
• Troubleshoot functional, accounting, and technical issues using internal knowledgebase articles and structured problem-solving.
• Support customers with setup and configuration of Strata Master across office PCs and server environments (where applicable).
• Work closely with Technical Escalation teams by providing high-quality reproduction steps, diagnostics, and clear summaries of impact and urgency.
• Contribute to testing and product improvement activities to ensure enhancements meet customer expectations.
• Support customers across strata workflows including communications, reporting, invoicing/arrears, meeting processes, maintenance workflows, and accounting-related functionality as relevant to Strata Master’s integrated approach.
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What success looks like (outcomes)

• You own cases end-to-end with minimal supervision and maintain strong case hygiene in CRM (clear notes, steps taken, outcomes).
• You resolve the majority of issues independently and escalate only when needed, with complete context to accelerate resolution.
• Customers receive clear guidance and timely updates through professional phone/email communication.