Provides support to customers with a high degree of customer service, quality and technical expertise. – Research, resolve and respond to customer issues / support cases received via telephone, e-mail and web portal in accordance with company quality standards. – Clearly document technical issues within support incidents. – Evaluation of issues and resolutions for contribution to the Technical Support Knowledgebase. – Provide timely follow-up to user questions according to established SLA’s. – Use common sense, logic, instructions, pre-established guidelines and the knowledgebase to perform the function of the job. – Acquire and maintain knowledge of existing and new products and services in order to provide accurate and efficient customer support.