Reporting to the Support Manager, the Support Specialist will:
Ensure customer requirements are met with consistently high quality of service
Identify the need for new enhancements to existing software
Engage appropriate internal resources to resolve technical issues and update our customers on progress toward resolution
Ensure that each support issue and resolution is adequately documented
Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement
Determine which issues require software support and redirect those that do not to the appropriate resolution team
Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.