Answer and respond to customers' calls and mails relating to their technical issues. Diagnose, clarify, and/or resolve support requests. Seek appropriate guidance for more complex matters. Record all calls and questions relating to technical problems in the internal call database. Achieve computer system objectives by: Gathering pertinent data. Identifying and evaluating options. Recommending a course of action. Confirm program objectives and specifications by: Testing new programs. Comparing programs with established standards. Making modifications. Improve existing programs by: Reviewing objectives and specifications. Evaluating proposed changes. Recommending changes. Making modifications.