DUTIES AND RESPONSIBILITIES: 

• Assists customers/end users with questions on product installation, usage, and implementation. 
• Responds to and investigates customer/end user inquiries, concerns, and issues via phone, fax, mail, and e-mail in a timely and courteous manner 
• Answers customer inquiries and provides appropriate technical and/or product-related information 
• Effectively communicates customer issues and concerns to all applicable internal staff members 
• Documents all contacts, actions, and responses in customer database 
• Organizes and maintains file system, files correspondence and other records. 
• Maintains working knowledge of products and/or services 
• Enter Tickets, take detailed info, and provide positive customer service for the users 
• Processes IT purchasing requests 
• Performs other related duties as assigned by management 

QUALIFICATIONS: 
• Related experience or equivalent 
• Excellent customer service skills 
• Excellent verbal and written communication skills 
• Proficient on Microsoft Office Produce Understanding (Word, Excel, Visio, etc.) 
• Strong organizational skills; able to manage priorities and workflow 
• Ability to work independently and as a member of various teams and committees 
• Willingness to work within constantly changing priorities 
• Ability to effectively communicate with people at all levels and from various backgrounds 
PHYSICAL DEMANDS AND WORK ENVIRONMENT: 
• Occasionally required to stand 
• Continually required to sit 
• Frequently required to utilize hand and finger dexterity 
• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard 
• Occasionally required to lift/push/carry items less up to 50 pounds