Job Description

-Responsible for responding to and resolving complex customer problems via phone, email and remote access -Focuses on in-depth problem analysis of system and their integration into enterprise-wide mixed environments -Isolate and provide resolution to customer issues or qualify the customer issue for Development level assistance or other assistance from other functions -Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained -Use fundamental technical troubleshooting skills obtained through performance of the role to define and isolate technical issues -Actively participate in some or all phases of the software development and maintenance cycle; These phases include working on customer-based problems dealing on reproducing and researching customers issues, troubleshooting, debugging, documentation, software maintenance, and testing