Respond to requests for technical assistance via phone, email. Diagnose software issues and recommend the appropriate solution. Provide follow-up and status update calls to clients, analyze problems, answer questions and provide training related to the software. Identify and test workarounds for bugs or deficiencies in the software. Identify and implement efficiencies and improvements to standard processes and procedures such as automation through scripting, programming, etc. Align risk and control processes into day-to-day responsibilities to supervise and mitigate risk; raise appropriately, coordinate with engineering, product management and 3rd party entities as needed to ensure the correct attention is brought to open customer issues. Follow a standard set of procedures and methods when responding to customer requests or inquiries. Conduct research on questions and issues using available information resources and other product specialists. Keep a detailed log of all customer int...