Jose David Zelaya Melendez Zelaya Melendez

This role advises and guides the client regarding the use of a broad range of products, offerings, and services. Following a standard call flow and problem handing processes (scripted or not scripted), they verify entitlement, perform problem determination, resolve and close the problem, or route the incident record to the appropriate level of support. Using technical resources and tools, they support the client by answering questions and responding to client requirements. They utilize their product, technology, industry and/or services skills to identify problems which may be related to product installation, update, configuration, operations or performance. They guide the client, advising on potential resolutions and their implementation, and play a key role in overall client satisfaction.