Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins)
Impersonate the Yoda voice during down time.
When working tickets:
Validate and clarify the issue reported
Answer how-to questions
Fix end-user issues that are resolvable through the Bridge user interface
Replicate, troubleshoot, and describe simple bugs
Keep thorough, clear, and complete records in the ticketing system of all actions taken
Escalate tickets not resolvable at the L1 level to the L2 Support team
Levitate desk chair across the room.
Be friendly, efficient, and dependable, and always provide timely updates to users
When assigned, create documentation of Support processes