Responsibilities:

• Assist customers in troubleshooting problems, diagnose issues with software installation and application, identify sources of the problem and offer solutions.
• Involved in the creation of new software and work closely with software engineers and development teams to identify and resolve potential issues in the development stage.
• Analyze all aspects of the software and make suggestions throughout the development phase to help avoid issues in the final product.
• Determine, review criticality and prioritize resolution of issues.
• Resolve cases and provide updates to customer
• Engage in the Knowledge Management process by creating and using materials.
• Guide clients to use self-help resources.
• Offer direct customer service and technical support to users through phone, email and in-person.
• Support clients to answer queries, locate information and review technical requirements.
• Record customer change requests and technical requirements.
• Record issues and solutions to troubleshoot guides.