**Primary responsibilities**:
- Respond to cases in SalesForce and answering phone calls via a queue in a timely manner.
- Review support cases logged via the customer portal, populating any missing detail, and confirming accuracy of data
- Review case priority; maintain strict adherence to priority-based requirements
- Make case routing decision for cases regarding ownership
- Collaborate with global teams and/ or R&D teams when necessary.
Escalate or re-route cases as required after thorough investigation
- Escalate to SME's as required without losing ownership
- Maintain and continuously grow a solid knowledge base of one or more ePS systems; keep knowledge up to date regarding system improvements and new versions.
- In areas of expertise, serve as a mentor to other team members
- Assist in developing and maintaining new and existing support tools and knowledge database
- Assist in recreating product defects for resolution
- Timely ...