primary responsibilities include: answering and responding to inbound calls/emails in a timely and professional manner, properly documenting those interactions in the appropriate tracking system, escalating issues that cannot be resolved in a timely manner, sustain currency of work instructions and related process changes.
•Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.
• Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
•Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists.
•Provides technical support as required in data management, document control, computer support, project control, and other related areas.