•Responsible for providing technical support to internal and external customers resolving Technical incidence and answer questions regarding proprietary software and hardware. •Identifies the priority status of an issue based on customer feedback and the nature of the problem. •Handles problem recognition, isolation, resolution and follow-up for routine customer problems. •Responsible for the overall ownership of the case or will ensure proper escalation processes are followed •Interviews customers to gather information about problem and leads user through diagnostic procedures to determine source of error or cause of problem