Powerhouse Dynamics

• respond to questions and technical issues from end users and partners, and either answer the questions and diagnose and resolve issues directly, or escalate to other members of the team • track all issues and their resolution and communicate outcomes to customers and partners • maintain case histories through our ticketing system and provide key information from customer interactions to PhD management • provide training, as needed, to ensure customers understand product functionality • assist with product orders and returns as appropriate • make outbound calls as needed to address key customer issues • assist with the development and delivery of training materials for customers, partners, and our after-hours support team • help oversee the performance of our after-hours support team • assist other team members with analysis of data, system configuration, alert and report settings, and creation of recommended actions to meet goals • perform other job duties as assigned