• Respond to Inbound and Outbound Calls providing technical support, answer how-to questions, and consult on workflow inquiries for software, services, peripheral devices, and equipment • Utilize all equipment and resources provided to perform the job at the highest proficiency • Meet or exceed department performance metrics • Maintain technical proficiency through continued education with relevant software, services, peripheral devices, and equipment • Communicate and escalate issues with customers, peers, and leadership effectively, in a timely manner, with positive engagement • Follow established department processes and procedures • Learn new required skillsets aligned with evolving business needs while following the appropriate growth trajectory of the role • Follow schedule in workforce system(s) utilizing proper time management procedures • Comply with Company and department policies and standards; performs other duties as assigned