Customer Support Analyst

Receive phone calls, chats, emails, web inquiries and acknowledge within defined SLAs  Verify and update contact information  Entitlement management and enforcement  Create case for incoming inquiry if customer has required entitlement.  Resolve simple script driven cases  Forward/Handle material/service/training requests to relevant regional teams  Forward technical cases to the relevant Local / Regional Level 2/ Technical Success Manager / Solution Support team(s)  Pro\-actively and on\-demand, schedule services based on entitlements  Other administrative / ad\-hoc activities: Customer Surveys.  Perform other job\-related duties and special projects as assigned.  Preparation of Power point presentations  Reporting of customer support utilization, customer support operations  Collaboration within and across teams.

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