- Provide Level 1 and Level 2 software support for our clients by troubleshooting Pavillio systems.
- Multi-task and track multiple open tickets at various stages of completion.
- Work with multiple teams to find, analyze, and resolve client issues.
- Communicate the root cause to clients in non-technical terms, both in writing and verbally via phone calls, emails or meeting.
- Proactively identify clients experiencing repeated issues that are not resolved to the client’s satisfaction. Escalate issues, as needed.
- Provide recommendations to the Product Manager about how to improve customer experience.
- Assist with setup, administration, and configuration of Pavillio systems for customer needs.