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- Operate as a frontline, primary support liaison between the company and our clients, and effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets
- Assess a variety of situations, reviewing software configuration, set-up and software code and identify the correct resolution or escalate according to departmental guidelines
- Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives
- Regularly review the database of submitted items and proactively follow up with clients to ensure that their enquiries and/or issues have been satisfactorily resolved
- Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
- Maximize and maintain current knowledge and awareness of applications and related technologies
- Sound understanding of API and web services technologies and functions
- Email technology troubleshooting
- Ability to present Support webinars, both internally to staff as well as to customers via the Web
- Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution
- Ability to interpret requirements, and recommend solutions that best address clients' needs
- Excellent analytical, research and problem solving skills with a strong ability to multi-task and prioritize work effectively
- Strong ability to multi-task and prioritize work effectively
- Exceptional attention to detail and the ability to grasp concepts quickly
- Other duties as assigned by management.
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