Duties/ResponsibilitiesRespond to inbound technical calls and helpdesk tickets in an efficient, courteous, and knowledgeable manner.Ensure that all calls taken have been resolved and if not resolved, ensure escalation has been done and the associate has been contacted.Proactively determine ways to improve support/service and reduce the number of inbound calls.Maintain an open line of communication regarding events, outstanding issues, and client follow-up.Assist with installation and/or upgrade of software and hardware.Resolve problems by gathering information, determining the customers' needs, and conducting research to find a correct solution.Acquire and maintain a working knowledge of a wid