• System implementation and training: Pre-implementation project management, planning, scheduling and client preparation • On-site implementation of live system, and train staff to comfortable level by conclusion of visit • Develop post-implementation plan, obtain necessary client sign-offs and thoroughly document all implementation/training details • Respond to client service requests in a timely manner and resolve issues to client satisfaction • Recommend and perform upgrades on systems to ensure longevity. • Diagnose and resolve hardware, software, and user error problems, both on the phone and on site as required • “Own the call”, actively participate in problem resolution from beginning to end, even after escalation • Follow up with customers to ensure issue has been resolved • Stays current on job related equipment, procedures and information via attendance at meetings and seminars and reading technology related publications • Participate in the after-hours ‘On Call’ rotation • Assist in training internal Customer Support and Sales personnel and participate in sales presentations as needed to assist Sales Team • Ability to be an level three escalation path for the support department as needed