Responsibilities:

• Verify support agreements
• Create and update support incidents/service requests
• Provide support assistance on specific Acresso Products
• Accept service requests which were not resolvable by the 1^st tier team
• Provide assistance on medium to high level complexity support inquiries
• Provide timely responses and regular updates on support incidents
• When the incident is unable to be solved within the specified guidelines, pass the incident on to the Escalation team for further investigation
• Contribute to the knowledge base and actively use the existing documents in the resolution of support incidents
• Properly document support inquiries into the CRM system
• Provide assistance to other team members.
• Proactively keep management informed of critical customer issues/concerns
• Other related duties as assigned

Qualifications, Education and Experience:

• 2+ years of Technical Support experience
• Bachelor degree in a technical related field or equivalent work experience
• Proficient in UNIX and/or Windows Operating Systems
• Strong customer orientation and dedication
• Good communication and interpersonal skills (works well individually and as part of team)
• Fluent in verbal and written English
• Ability to manage multiple tasks
• Enjoys problem solving and approaches them analytically and methodically
• Eagerness to learn new technologies/skills