Provide Technical/Application Support to internal and external customers in regards with the company Application through phone calls, email, and Live Chat.
Ensure all issues reported by customers are recorded in the ticketing system and resolved or escalated to the proper escalation point in timely fashion.
Lead communications/expectations to customers at all levels to maintain positive relationships.
Take ownership of technical issues reported, work closely with development team as necessary to close case.
Document troubleshooting and problem resolution steps.
Participation in providing training to customers as required.
Perform other related duties as assigned or required.
Products subject matter expert including acquiring new technologies to enhance capability to support customers efficiently and effectively.