Associate Software Support Engineer

Provide support to clients related to technical and operational aspects of products, including troubleshooting, ticketing system updates, support case acknowledgements, provisioning activities, etc…
 Offer alternative solutions where appropriate with the objective of retaining clients’ business
 Identify and escalate priority issues per client specifications; redirect problems to appropriate resource
 Provide necessary information, observations, logs and all required support to respective resources to diagnose a reported or an escalated case
 Provide guidance to clients in the use of products.
 Improve products performance by identifying problems; recommending changes.
 Monitor and ensure compliance with service level agreements.
 prioritize and resolve open cases
 Improve client references by writing and maintaining documentation.
 Participate in development of client training programs by identifying learning issues