• First point of contact for Technical Support Agents Level 1 • Combining technical expertise with customer service to resolve questions and issues • Able to communicate clearly in writing for both technical and non-technical people • Document and build new tools to improve support flows, proactively monitoring and analyzing customer issues on the floor • Managing escalated customer issues and creation of updates to process and procedure documentation as required, filtering escalations by resolving them and educating Technical Support Agents Level 1 about the procedure steps or further escalating it to the Team Leaders and Developers when needed • Executing designated projects on the customers end • Following up on unresolved escalations• Assisting in the accurate and timely management of the workflow on the floor • Manage time and workload to meet predetermined customer service levels • Mentoring Technical Support Agents Level 1

• Conducting requirements gathering with the client• Ensuring that a work effort estimation is done for a specific project• Plotting the schedule of the project based on the work effort estimates• Ensuring that the client is well-aware of the start and end date of the high-level tasks of the project• Ensuring that the technical specifications are aligned with the business objectives• Sending the deliverables for client’s concurrence• Assigning the responsibilities of the application development team• Monitoring the completion of the tasks of the application development team• Attending meetings with the client whenever there are requirements that need to be clarified• Ensuring that the client is frequently updated of the project’s status• Reviewing the system documentation: System Requirements Specification, System Integration Test Plan, User Acceptance Test Plan, Application Environment Overview, Architectural Overview, System Flowchart and Control Points, Desktop Procedures, User Guide and Administrator Guides, etc.in order to make sure that the application team will be able to send quality deliverables • Performing Code Review and making sure that the application development team follows the coding standards• Providing support to the client during audit reviews of the applications whenever there are impacted control points.• Ensuring that defects are monitored in the defect log until closure• Ensuring that the project is on track and will finish on time• Ensuring that the risks are mitigated• Supporting application deployment to production• Holding meetings for project debrief every after an enhancement has been finished for discussion of the lessons learned during the project• Ensuring that work products are submitted for Product Quality Assurance