I have more than 15 years’ experience in the customer support industry. Starting in consultant-roles, managing queries via telephone/email/web. Due to the experience I have gained, I have moved to trainer-like roles who also deals in the coaching of others. In all of these roles, I always had extra duties. Some of these included testing of new systems/applications e.g. SAP CRM, SAP R/3, internal web-based applications, etc. This would allow me to have a complete end-to-end view of new upgrades, whether it is user acceptance testing or regression testing. As a Super User in my last 2 roles with my last employer, it was my duty to analyse issues and decide what kind of support would resolve an issue. For example, personal intervention and apply training, coaching or self-resolution; or whether escalation is required to technical resolution. Because me being the first point of escalation, I would own the whole process from start to end. To ensure that the communication channels always stay open, I will engage with each stakeholder involved, whether internal or external, until the problem has been resolved. In some cases, it was required that 'after-care' support was required as well.