Provide quality telephone and email support with an emphasis on customer service, technical expertise, and timeliness to both non-technical end-users as well as IT (Information Technology) professionals
Accurately document customer information and a detailed problem/issue description of all support calls/emails in a CRM system. Supervise open requests and keep requests current and complete
Work with other groups and internal teams to assure timely and professional resolution of customer requests
Maintain current knowledge of all product offerings and support procedures to deliver accurate solutions to customers
Strong written and verbal skills are vital for interacting with customers; ability to speak efficiently; must become comfortable with extensive on-the-phone consultations
Requires a high level of attention to detail, o...