• Provide second level technical support for customer software applications, including proprietary software, email and website support. • Sign into the email, phone, and chat queues and take calls, chats or emails as assigned and respond to customer requests in a timely and accurate manner. • Initiate, update, track and close tickets through work order system. • Complete and maintain all required paperwork, records, documents and tech support logs according to established procedures. • Recognize, document and alert the supervisor of trends in customer calls and issues. • Escalate complex issues to appropriate staff. • Recommend process improvements. • Perform additional responsibilities as assigned.