Possess a working knowledge of the Microsoft Office suite of programs (i.e., Outlook, Word, Excel) with proficient technical ability to navigate, retrieve, and utilize data from a variety of electronic resources, including DVS mainframe, E-Support, MNDRIVE/FAST, document management and web-based applications. Demonstrates ability, skills or experience sufficient to demonstrate the ability to de-escalate customers who are frustrated or respond poorly to negative information, in person and via telephone/email, understanding their questions, assessing their needs and responding appropriately.