• Provides applications and solutions to the optimum extent • Provides comprehensive troubleshooting for using applications and solutions focused on specific customer questions • Acts as an interface between customer and provider of application to solve customer problems and enhance the application with new features • Submit and follow up on PPI and/or PSI incidents and II suggestions. • Comply with all processes required for documentation of all interactions with customers utilizing SAP and PEAK for escalations to HSC team • Work closely with HSC team to resolve escalated issues and provide feedback and updates to customers • Work closely with local and regional service team providing applications support during service visits, remote assistance or system maintenance and upgrades • In time response to all customer issues providing positive impact on operational metrics such as the Live Answer Rate and Remote Resolution Time • Support Field Application and the Field Service team to assist in system configuration, as needed • Complete all online E-Learning courses on time • Document new procedures and known problem fixes in Service Knowledge Base/SKB