Technical Support - Level II - (Gurnee, IL)

Summary: This position is the key point of contact for application and equipment support. Logs all service requests in the ticketing system and tracks from creation through resolution with superior follow up. Job summary: * Maintains positive client relationships through the effective use of technical knowledge to service and maintain customer equipment. * Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps. * Provides remote technical support to clients and colleagues. * Improves client references by writing and maintaining documentation. * Manages the investigation and resolution of Level two tech support issues for all products through remote access of client s systems. * Helps and Mentors Level one technical support staff. * Utilizes the call escalation process and communicates issues to optimize client uptime and satisfaction, while maintaining ownership of the issue.