. Provides technical assistance on Citrix products to customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access.
. Performs advanced problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management.
. Achieves and maintains targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.
. Publishes articles on moderately complex technical support issues in Citrix's online knowledgebase, and reviews others' articles
. Documents cases, recommendations, and resolutions clearly in the CRM system, takes ow...
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