ESSENTIAL DUTIES AND RESPONSIBILITIES FOR IT TECHNICAL SUPPORT:Provide courteous, efficient, and professional customer service and technical support to prospects and resellers via email, phone and chat. Log all incoming contacts and accurately document all customer interactions in a call tracking database.Develop and maintain a thorough understanding of the Barracuda MSP services, its deployment, implementation and use within client environments. Understand customer use cases and develop feature requests. Reproduce and troubleshoot customer issues and provide direct assistance and issue resolution. Escalate issues to higher support tiers as necessary. Work with engineering and product management on resolving difficult technical issues.Actively update your technical skills both in the lab and by writing knowledge base articles.Identify and suggest improvements to products and other documentations including knowledge base articles, technical documents and other customer support materials