Responsible for answering incoming phone calls for assistance with hardware and software issue resolutions using shared troubleshooting techniques, company supported policies and guidelines to ensure client maximizes uptime while maintaining high satisfaction and build relations for a “client wins” based environment. Resolving formidable issues that the support representatives can not complete. Training new hires on EMR and PM software along with any third-party programs used for daily activity. Generating forms, spreadsheets and troubleshooting documentation that representatives use daily. Holding meetings to direct support members on how to continue troubleshooting or provide advice as to solutions to client’s issues. Using CRM, Salesforce, Jira and multiple other software products to report/track issues and using Slack or Teams for communications with the team for support.