• Walk customers through the process of installing the software on their machines and starting up the program for the first time
• Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem
• Send technical documentation to customers who have lost or misplaced theirs
• Refer difficult cases to a senior analyst or support tech
• Assume remote control over customers’ computers when necessary to resolve problems
• Make hardware recommendations for customers whose machines cannot support the software
