• Provide technical support assistance to clients through phone, email or live chat conversation. • Provide assistance and all necessary coordination in the installation of client computer software products, the modification, and repair of hardware and the resolution of client technical problems. • Deliver remote on-boarding to new users as required • Retain ownership of problems through to resolution to ensure a high level of user satisfaction. • Knowing when to escalate problems to the Senior Product Support Technicians • Record details of all incoming support requests in line with company procedures ensuring accurate information is obtained. • Create support content for the online help center, as required • Help validate new software features, including getting hands-on with the technology out in the field. • Help validate and update support processes. • Work collaboratively with other members of the global support team and engineering department , including testing, staging & servicing of devices when required. • Attend onsite client visits and special events as and when required. • Work on-call over weekends as required