- Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.
- Clearly identify, document, and find solutions for customer issues and product problems.
- Track and monitor all support cases to ensure timely resolution and follow-up.
- Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base.
- Escalate critical customer situations to the appropriate level of management and engineering expertise.
An IT professional with an extensive experience in the areas of Computer Networking, Security, Implementation and Support.