Product Support Technician - (Atlanta, GA)

POSITION PURPOSE The Product Support Technician is responsible for handling Tier one support calls, guiding callers through problem resolution, managing open tickets, escalating when appropriate, and sharing insights and details to fellow teammates. As a Product Support Technician, you will actively listen to and enable end users with solutions to common problems. In addition, you will be responsible for call documentation and escalation as necessary. MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES 30% - Support & Enablement: Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordingly Monitors system updates to remain aware of common problems users are experiencing Actively listens to and builds rapport with end users to elicit problem details 30% - Delivery & Execution: Performs software installations for customers Documents