-Providing timely and effective technical support and troubleshooting assistance to clients -Diagnosing and resolving software and hardware-related issues, including system errors, connectivity problems, and application bugs.-Communicating technical information clearly and concisely to both technical and non-technical teams, ensuring a thorough understanding of the problem and proposed solutions.-Managing and prioritizing support cases, adhering to service level agreements (SLAs) and effectively tracking and documenting customer interactions and issue resolutions.-Collaborating with cross-functional teams, such as development, QA, and product management, to escalate complex issues and ensure timely resolution.-Conducting root cause analysis to identify underlying problems and implementing preventive measures to minimize future occurrences.-Providing training and guidance to customers on software functionality, troubleshooting techniques, and best practices.-Continuously updating knowledge base, staying abreast of industry trends and new technologies, to enhance technical expertise and provide innovative solutions.-Contributing to the improvement of support processes and workflows, suggesting enhancements and implementing automation tools to streamline support operations.

- Maintain client relationships through product support- Respond to clients inquiries via all available channels- Manage effectively all incoming incidents in a customer service environment.- Gather information from customers, troubleshoot technical and account issues- Understand customers business challenges and tailor a solution adapted to their needs- Provide backup for the second level of support, which implies more technical skills, better understanding of the specific product component, and helping the first level of support- Provide backup for Trainers, which implies holding a training and helping newbies in the nesting period

- Created a detailed workplan which identified and sequenced the activities needed to successfully complete the website development project- Determined the resources required to complete the project- Recruited and conducted interviews with preselected staff - Executed and monitored the project plan- Set up files to ensure that all project information is appropriately documented and secured- Monitored the progress of the project and make adjustments as necessary to ensure its successful completion- Reviewed the quality of the work completed with the project team on a regular basis to ensure the project quality standards- Ensured that the project deliverables are on time, within budget and at the required quality level