• Analyzes and mitigates customer concerns using established procedures.• Uses computer to access and/or update customer and transaction records as well as various software packages.• Coordinates with corporate customer service personnel, and remedies overflow from retail and trade business units as necessary.• Performs clerical and administrative support duties, prepares and distributes reports, and maintains files.• Responds to customer requests and questions regarding service, products and account information.

• Provided assistance to customers, consultants and partners on the usage of Mitratech products through our customer support portal, email, chat and phone.• Troubleshoot issues through reproducing the problem and determine resolution.• Triage newly reported problems, assign proper severity and work to identify a resolution.• Updated the ticket tracking system to provide accurate and current status of support issues.• Created Knowledge-base articles regularly to expand self-help tools for customers and internally.

• Provided technical support for common problems related to the application of LV Variable Frequency Drives (VFDs) and LV Soft starters.• Analyzed problems and initiate effective measures for their solution. Coordinated activities with related groups to most efficiently achieve objectives to ensure customer satisfaction.• Executed product warranty while ensuring customer satisfaction and simultaneously achieving cost-control objectives.• Maintained communication with other departments to stay abreast of product release and up-dates.