Maintain the highest level of technical product knowledge and expertise in the specified software products and become knowledgeable in new versions and products as assigned.

Provide a high level of professional, competent support to all customers and fill in on the phones for others in accordance with the “all hands on deck philosophy”.

Provide second level support as needed.

Provide guidance to software support representatives in problem solving and using resources.

Resolve difficult technical issues for both customers and software support representatives.

Proactively offer suggestions for software support representative’s open calls through appropriate systems.

Participate in the escalation process under the direction of the Team Managers and Manager. Notify the Team Manager or Manager of any unresolved issues on escalations or open calls.

Effectively communicate with both customers and software support representatives and provide leadership for the software support representatives.

Prepare supplementary materials as needed on various customer service and technical issues.

Maintain customer satisfaction according to the current levels of Measurements for this position.

Responsible for escalations process in the absence of the Team Manager.

Act in a mature and professional manner towards customers, vendors and other employees at all times.

Post daily statistics.

Assist with coordination of training.