• Receive, research and answer customer inquiries and requests regarding accounts, products, and services offered by the company.• Assist or take the lead on escalated tickets.• Assist in training new employees.• Remain thoroughly knowledgeable regarding company product and service offerings.• Work with customers to offer alternatives to seemingly unresolvable problems.• Receives and answers inquiries from departments regarding customer service issues.• Work with peers, superiors and subordinates as well as other departments to ensure that customer issues, inquiries and requests are appropriately responded to and/or resolved.• Follow-up on customer inquiries and research the problem(s) to assure that there is a satisfactory closure.• Ensure accurate customer and call information is entered into the CRM (Customer Relations Management) software.• Document accurate records of the customer problem and resolution into the CRM software.• Monitor, evaluate, and present solutions to potential problem areas.• Attend daily patch and defect review meetings• Identify needs and makes recommendations regarding revisions to current customer support policies and procedures.• Remain current on company and department changes in policies and procedures.• Assure compliance with existing department and company policies, procedures and practices.• Identifies and presents training needs to supervisor.• Participate in inter and intra department meetings in order to maintain open channels of communications between individuals and departments.• Participate in the 24/7 pager support.

• Use Agile Methodology through the entire product lifecycle for assigned features • Develop and execute functional test cases covering feature requirements and user scenarios discovered in defect repair issues utilizing HP Quality Center and TFS• Conduct testing on Major version releases, service packs and patches• Report software issues in TFS• Perform rollbacks,upgrades and other test bed maintenance tasks independently with accuracy Utilizes SQL to run queries and profiles as needed for testing• Coordinate and manage test systems to provide a controlled, reproducible environment mentoring level I engineers • Adhere to schedules, project test plans and daily testing processes • Communicate in a clear and concise manner status reports and any project time delays • Coordinate multi-user testing scenario and ad-hoc software testing to elicit defects • Serve as a company resource of knowledge on product suite features or testing procedures with QA and external departments as needed (ex. Team Lead for Offshore Group, Tier 3, Customer Support)• Conduct Brown Bag Training sessions within Engineering to share knowledge