Key Areas of Responsibility: • Hands-on Customer Service Technical Support Representative resolving customer issues on our web and Smartphone applications. • Timely response and resolution of Technical application issues and helping my manager building a team as growth occurs. • Using previously demonstrated experience to establish, document and improve the process for managing customer technical application issues based on lessons learned. • Successful troubleshooting, resolving and replying to customer issues via telephone, email and letter. • Reviewing, documenting, tracking, and validating of customer escalations and determine the appropriate course for resolution and negotiation to closure. • Daily follow-up calls to customers and to those who are issue owners, driving for closure with a sense of urgency. • Providing timely and exceptional customer service while resolving an issue or event. • Assisting with special projects as necessary/required to meet department needs.