- Resolve issues for customers with problems, questions, or system operation regarding products and services. - Troubleshoot server and storage hardware; as well as software problems.- Proactively and efficient use time between calls to improve product/environment knowledge, perform customer follow up, or work on other departmental projects.- Relay issues that are outside the scope of the Technical Support Department to the appropriate people or groups.- Escalate effectively and efficiently all necessary issues to the appropriate resource for resolution and follow up.- Effective communication skills.- Experience providing technical support to Global clients.

- Research and identify solutions to software and hardware issues.- Diagnose and troubleshoot technical issues, including account setup and network configuration.- Ask customers targeted questions to quickly understand the root of the problem.- Track computer system issues through to resolution, within agreed time limits.- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issues.- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).