Provides L1 technical support to Kaseya customers through chat, phone, and tickets. Troubleshoots operating systems, virtualization, hardware, storage, Windows Server, Active Directory, databases, networking, firewalls, and system logs. The role requires a customer-first approach, strong communication, problem-solving ability, and achievement of support KPIs in a fast-paced global environment.

Manage and expand existing customer accounts through upselling, cross-selling, relationship building, strategic sales planning, and adoption monitoring. Own revenue targets, forecasts, and sales quotas while maintaining accurate Salesforce records. Collaborate with Customer Success and Sales teams to support customer satisfaction, solution adoption, and successful implementation of additional products.

Manage and grow existing accounts by identifying upsell/cross-sell opportunities, building relationships with decision-makers, executing account strategies, monitoring adoption metrics, meeting revenue targets, collaborating with internal teams, and using Salesforce to track activity.