Provides accurate and timely technical support to Xactware, Inc. customers via telephone, email and chat. Manages support issues of a complex and technical nature with varying degrees of priority. Addresses incidents within predetermined service levels, requiring the ability to multi-task and prioritize. Insures that needs of customers are met. Champions' customer concerns regarding possible product defects/design issues. Carries out projects as assigned and supports other team members in order to represent Xactware, Inc. in a professional manner.

1. Provides technical support via telephone, email and chat.
2. Educates customers on the use of Xactware, Inc. products.
3. Assists in testing new and enhanced products.
4. Accurately records and maintains incidents in accordance with department standards.
5. Champions customer issues from feedback stage through delivery of solution.
6. Assists Development and Implementation staff in resolving product issues.
7. Validates and reports customer submitted bug reports.
8. Participates in department team meetings.
9. Assists in special projects and other duties as assigned
Qualifications:
1. Experience in a customer support environment, preferably in a high-tech setting.
2. Excellent communication skills, both written and verbal.
3. Ability to systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals.
4. Excellent customer service skills.
5. Ability to work in a fast paced environment.
6. Ability to listen effectively and understands the details of a customer's issue.
7. Other responsibilities assigned by supervisor or manager.