• Resolve escalated Help Desk incidents including SQL installation issues, work with on site IT staff to resolve permissions and networking conflicts• Assist customers in updating data, correcting inconsistencies in SQL database• Provide basic support of products that integrate with proprietary application including Quick Books, Microsoft Office, and Microsoft Map Point• Test software updates and bug fixes before public release; develop usage documentation for new features• Install/configure software and mobile application on iOS platform• Outline/update development requests for customers needs • Support the Help Desk via chat when they encounter unfamiliar features, errors or unconventional usage• Meet with new clients for individualized training sessions and provide ongoing support during their implementation of new software, mobile application• Prepare blog posts and how to articles for the online user manual• Update the wiki with new screenshots as additional features are added or the UI changes• Interpret customer needs for custom forms or data conversions that were not proposed before sale; co-ordinate these projects with Onboarding Department and the Help Desk or Developers