•Handles between 200 – 300 customer calls and emails a week • Uses Bomgar and SMS to remotely troubleshoot and resolve customer software issues such as installing webcam and audio drivers •Responds to customer’s questions about cases in a timely manner, and answers inquiries from phone calls, voicemails or emailed requests. •Creates and tracks technical support request tickets using a Remedy, Parature and Service Now database system. •Resets passwords for users using Remedy and Active Directory *Proficient with Windows XP, Windows Vista and Windows 7 *Proficient with MS Office software