• Provide professional, courteous, and prompt technical support for assigned complex system level software products. • Exercise judgment within broadly defined procedures in selecting methods, techniques, and evaluation criterion for obtaining results • Effectively manage customer escalations associated with complex problems. • Act as liaison for the client in issues with the standard Jenzabar product. • Research and troubleshoot client reported issues with the standard Jenzabar product. • Document issues and solutions in a complete, concise manner for use in internal/external knowledge base. • Attend training/meetings on new features/enhancements to the standard Jenzabar product. • Continually increase product knowledge by reviewing documentation, knowledge base entries and hands-on experimentation. • Work cooperatively with staff within the Client Support Services Department and other divisions of Jenzabar, Inc. • Be a liaison between Support Services and Product Development. • Complete other duties as assigned by respective Team Lead and/or Director of Client Support Services.