**Roles and Responsibilities:**

+ Communicates with end users to clarify and define requirements
+ Provide comprehensive Customer/Technical support services to support center customers
+ Work within Service Level Agreements
+ Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements
+ Take all steps to resolve issues reported to them and or escalate to the appropriate contact
+ Use all available reference materials to help resolve the customer’s issue/
+ Take all necessary steps to ensure customer satisfaction at the end of the service
+ Create and submit detailed call/email logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call /email logging components
+ Promptly notify management of any potentially “dissatisfied” customers
+ Follow all documented escalation procedures, including hand off times, for issues requiring immediate management intervention.
+ Follow all documented...