 Act as first point of contact with the customer for open cases.  Rapidly responding to the customer with case status and expected actions and their times  To provide the customer with known workarounds and resolutions  If the customer request is an Enhancement request, then the case shall be forwarded to the appropriate Sales Account manager, upon collecting the sufficient reporting requirements  If the TS fails to close the issue in expected resolution time according to escalation rules, then s/he must escalate customer Cases to the appropriate Senior TS, and follow up on the case to assure proper closure  To escalate non resolved issues to team leader for a proper action  To log the case in the knowledge base database illustrating the problem and the resolution  To assist in installing patches/fixes through VPN connection, and update the Site Map Document  Communication with presales department, and accepting site structure.  Communication with PM for project related issues, (PIP, deliverables, acceptance, project closure)  Site inspection and creating SRD, and communicate it with customer and PM.  Creating final Site Map (Site Configuration Document) Handover document.  Installing and activating Globitel Products inside and outside Jordan.  Implementing ATP on site after each installation.  Conducting customer on site product training.  Contacting Product Specialist for any problem, inquiry, fix or update needed on each implementation  Implementing major Updates / Fixes that require onsite involvement.  Following up on the implemented site until there are no pending issues