* Deliver 2nd level support to customers experiencing problems with online products and software.* Configure customers’ computers over the phone, or via remote web support session using WebEx and GotoAssist.* Communicate with Product Managers, and Engineering/Development staff regarding product improvements.* Composed and implemented procedural documents that are in use today by the entire Customer Support Division.

* Provide detailed information on obtaining a raw data feed through our Internet Data Exchange program.* First-level support for IDX programs via phone and email.* Assist customers and partners with proper DMQL2 query handling.* Promoted to Support Escalations Representative while continuing to perform the day-to-day tasks of the Data Exchange Coordinator

* Supported first-level for approximately 20,000 customers.* Provided step-by-step instructions, via phone, and e-mail on how to use our online web products and software.* Recognized as a top performer and promoted to Data Exchange Coordinator.

* Answered large volume of phone calls and emails from current customers inquiring about network issues or problems with their equipment.* Opened trouble tickets regarding any issues customers may have with their equipment.* Executed escalation procedures to insure customer issues were handled in a timely manner.* Worked with trace routes, pinging IP addresses and other tools to troubleshoot IP address issues, utilized experience with in-house developed ticket system as well as Remedy.