Assisted customers with downloading software, generating license keys, installing software and installing license keys. Responsible for troubleshooting license key errors not able to connect to license server. Wrote technical content that was uploaded into knowledge base to be used for Technical support engineers and Customer information.
- Maintained 90% customer satisfaction rating while training new members of the licensing team.
- Authored and published technotes in a timely manner for resolving new problems and defects that was uncovered.
- Reconciled customer licensing accounts generating increased renewals from maintenance and support contracts.
- Created training manual for new hires resulting in a more structured and efficient training schedule.
- Coached other team members with problem cases helping to resolve issues in a timely manner.