Responsibilities:

• Fields all incoming technical support requests into the Field Support department and accountable for resolving product information requests and product problem/solution requests.

• Accountable for support requests related to product information and product problems that are documented.

• May escalate more difficult support requests to Field Support Engineers.

• Logs all incoming support requests into the company call tracking system in a timely and professional manner. Proficient at responding, resolving, and closing 40 percent of support requests utilizing technical training and undocumented, creative solutions.

• Escalates more complex problems to Field Support Engineers.

• Complete company designated training courses for position to enhance work performance and career development

• Participates in special projects to increase the incumbent's role and technical abilities.