Software Support Specialist
Santa Ana, Ca And Remote Mesa, Az
Software Support Specialist – Provide clients in US and Canada with award winning support via phone, email, and web chat sessions. I utilize various tools including an in house ticketing system (iSupport) for maintaining accurate customer incident records, ensuring that Customer Service Level Agreements (SLAs) are achieved and adding content to the product knowledge base. Access Salesforce for researching customer history, FTP clients to exchange MySQL and MS-SQL databases, web server and application log files with customers, Remote Desktop (RDP) to access servers, and services such as Webex/ Citrix Online (GoToAssist, GoToMeeting) to access customer environments including: (Windows Server: 2003/ 2008 R2/ 2012 R2) for advanced troubleshooting, software installation and configuration. I serve as a reliable source of internal support for team members for more than a dozen different software applications.