POSITION DESCRIPTION

Reporting to the Support Manager, the Support Specialist will:

• Ensure customer requirements are met with consistently high quality of service


• Identify the need for new enhancements to existing software


• Engage appropriate internal resources to resolve technical issues and update our customers on progress toward resolution


• Ensure that each support issue and resolution is adequately documented


• Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement


• Determine which issues require software support and redirect those that do not to the appropriate resolution team


• Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.


• M...