Dustin G. Email & Phone Number

Seattle, Wa, Us

Lakewood, Colorado, United States

• Provide support for new clients that recently went "live" to assist with post-implementation issues using phone, chat, and email communication with Records Management Property Assessment and Appraisal Software.• Troubleshoot and assist support team with complex client issues, including those that are escalated from other staff members.• Use analysis, troubleshooting, and problem-solving skills to resolve difficult client issues while continuing to build positive client relationships.• Update client software through proprietary SaaS-based software tools and ensure full functionality after update.• Implement OCR and Redaction software modules for clients when necessary.• Attend meetings with clients, project managers, and management to communicate statuses on open support tickets.• Maintain accurate and up-to-date records of client issues in client management software (MS Dynamics CRM).• Work with the development team to resolve client issues which involve testing. reproducing, and documenting issues.• Meet with engineers to troubleshoot escalated client issues and to assist with creating solutions that are both effective and efficient.• Train clients in how to use company software when necessary.• Create and maintain documentation of the support process, including troubleshooting guides, knowledgebase articles, and training materials for the front-line support team.• Provide training to staff to educate them on modules and processes within the software.