Responds to customer inquiries and complaints regarding products or services via phone and e-mail.Coordinates problem resolution with appropriate departments. Informs customers of standard procedures and resolution of product problems on service issues.Keeps record of customer interactions & transactions, documenting details of inquiries, complaints, comments and actions taken.Maintains a working knowledge of products, services, policies and provides recommendations suited to each customer's need. Resolves technical errors.

Coordinated support coverage for 24/7 help desk with limited resources. Managed ticket tracking system to ensure that issues/requests were resolved in a timely manner. Liaison between support group and engineering. Maintained existing service levels while customers migrated to secondary voicemail systems

Provided end user and technical support via telephone and e-mail. Monitored customer system alerts and troubleshot and resolved service affecting issues. Created, modified and deleted customer voicemail profiles. Logged information into ticket tracking system, with the utmost attention to providing as much detail as possible. Created, modified and deleted automated attendant applications. Trained staff members on customer policies and procedures, and company applications.

Coordinated Field Engineers for scheduled upgrades and installations. Dispatched field engineers for onsite technical support in response to tickets generated by front line support. Ensured accuracy of information in dispatch requests. Tracked service from initial reporting through resolution to ensure that response times were met in accordance with contractual agreements. Generated daily, weekly and monthly reports detailing statistics of response times and open/closed tickets. Provided on call coverage 24/7.