Ascent Pro Support

Solutions Engineer

• Provide excellent customer service to internal and external users across the U.S. and Canada.
• Provide access for internal and external users to the platform and supporting systems.
• Call, email, and join video conference calls with customers to help troubleshoot issues.
• Provide technical support including password resets and browser clearing.
• Provide users with training on basic functionality of the systems.
• Follow established User Management and Incident Management Processes.
• Properly escalate and track unresolved issues, following the established Problem Management Process.
• Follow up with customers, provide feedback, and persist to a satisfactory resolution.
• Ensure proper recording, documentation, and closure of support issues.
• Document and escalate feedback and suggestions using the established process.
• Assist in the development and maintenance of technology-related guides, manuals, instructions, and training documentation.

Tier 2 Technical Solutions Consultant