My main responsibility is to deliver first line support to golf businesses in regards to our bespoke software and hardware. Initially, this was via telephone but I later volunteered to focus on offering online support by email, live chat due and social media to customer demand.I currently manage our live chat facility and email inboxes within Microsoft Outlook. This requires multitasking between chatting to a number of customers at once and prioritizing important email queries.Understanding how to diagnose a technical issue in order to resolve. Escalating more complex issues with the relevant information to second line support via ticketing system. Identify and re-occurring or critical issues and log them to help organize our strategy during busy periods.Adapting to working remotely by closely monitoring Microsoft Teams to support my team in any emergency situations or solve any problems that newer members of the team may face.Independently maintaining and updating a knowledge base for our staff. Additionally, I have produced help documents and screen recordings to educate customers and our staff.