Product Support Specialist - (Atlanta, GA)

POSITION PURPOSE The Product Support Specialist is responsible for handling escalated requests, maintaining tracking of licenses and software application discs, license keys, and the PCLS software server, and nurturing vendor relationships. The Product Support Specialist is also responsible for collaborating on and producing content for the knowledge database and training materials for more junior teammates. MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES 25% - Support & Enablement: Receives incident from escalation of L1 or receives incident from application and infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates unresolved issues to L3 or engages service vendor Actively listens to and builds rapport with end users to elicit problem details