Reply to inbound requests from channels in prescribed service levels.
Determine, review criticality and prioritize resolution of issues.
Resolve cases and support Lead Software Support Analysts.
Engage in Knowledge Management process by creating and using materials.
Guide clients to use self-help resources.
Follow MRI Software and Global Client Support policies and procedures.
Offer direct customer service and technical support to user through phone, email and in-person.
Support clients to answer queries, locate information and review technical requirements.
Record customer change requests and technical requirements.
Manage Product Help Desk and capture user interactions.
Record issues and solutions to troubleshoot guides.
Present to end users for training purposes.
Develop course materials and educate in classroom setting.
Create application training manuals and classroom training materials.
Support new personnel in software, programs and operational instructions.