New Product Support Technician

Provide basic user administration, remotely, to Latin American based clients. Provide technical support assistance to global clients through phone, email or live chat. Deliver remote product training. Troubleshoot hardware and software issues. Retain ownership of problems through to resolution to ensure a high level of user satisfaction. Knowing when to escalate problems to the next level of support. Record details of all incoming support requests in line with company procedures ensuring accurate information is obtained. Create help documentation for new features prior to release. Document use cases and problem solutions. Help validate new software features, including getting hands-on with the technology out in the field. Help validate and update support processes. Work collaboratively with other members of the software team. Effectively prioritize the incoming queue. Utilize Remote Software to access both customer and internal hardware.