Roles and Responsibilities:

• Diagnose, Research, troubleshoot and identify solutions to software issues 
• Ask customers targeted questions to quickly understand the root of the problem 
• Track computer system issues through to resolution, within agreed time limits
• Talk to clients through a series of actions, either via phone or email until they’ve solved a technical issue
• Properly escalate unresolved issues to software developers 
• Provide prompt and accurate feedback to clients 
• Refer to internal database or external resources to provide accurate tech solutions
•  Ensure all issues are properly logged 
• Prioritize and manage several open issues at one time 
• Follow up with clients to ensure their systems are fully functional after troubleshooting 
• Prepare accurate and timely reports 
• Document technical knowledge in the form of articles and manuals 
• Meeting with clients following the sale of software packages to collect data and other information required to customize software systems. 
• Creating a project plan for each client, detailing the tasks that need to be completed for the timely installation of customized software systems. 
• Communicating with clients throughout the software customization process to obtain feedback and approval. 
• Customizing software systems based on clients’ individual needs and specifications. 
• Creating a specialized document for each client, detailing all customizations made. 
• Installing customized software systems and all necessary components. 
• Ensuring that the project team is aware of key deliverables and project milestones.
• Providing cost and time estimates to clients who require additional customizations to be done