- Handle escalated issues from the Patent Electronic Business Center (EBC) regarding the Patent Application Information Retrieval (PAIR) system with regards to outgoing notifications, system issues, and customer complaints- Participate in future development and assist in the testing effort for PAIR and other USPTO systems by creating testable user stories and test cases- Assist with Outreach projects to improve USPTO supported systems which includes, but not limited to, creating documentation regarding new systems and updates, training and presentations to the IP Community- Create and update documentation for upcoming releases, such as Quick Start Guides, announcements, etc.- Train the EBC agents on upcoming PAIR releases- Responsible for completing and analyzing daily and monthly reports- Competent using Rally and the implementation of Agile methodology for project development- Demonstrate ability to work with and support cross-functional project teams- Handle updating current web pages along with creating websites with new information using Drupal

-Immediate supervisor for all clerical staff and newest members of the technical support staff -Manage input of data entry documents and spreadsheets for the internal application and database-Provide coaching, counseling and training of staff-Ensure processes and procedures are implemented correctly while providing support to the call center and back-up to Management Services, EFS Web and PAIR Technical Support Leads

•Conducting customer transactions while maintaining monetary flow•Provide adequate assistance to establish customer loyalty•Help other associates to generate a positive work environment and exceed customer expectations