SUMMARY
This position provides support to end users by responding to telephone calls, email and personnel requests for technical support. The role includes identifying, researching, and resolving technical problems as well as documenting, tracking and monitoring the problems to ensure a timely resolution.
ESSENTIAL DUTIES & RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
* Work directly with internal and external customers to investigate, categorize, and provide in-depth analysis and solutions, for application and data integrity issues, where applicable.
* Resolves complex issues at the highest level regarding operations, including installations, application error messages, systems status and downtime procedures, etc.
* Manage the daily prioritization of issues raised through installation and / or maintenance.
* Ensure user satisfaction by providing preventative maintenance, troubleshooting and quickly resolving more complex problems.
* Confidently explain the circumstances regarding problems and final resolution of problems to customers without help from management.
* Issues not resolved within documented timeframes are escalated to the next level as defined in internal processes.
* Documents all communications with customers.
* Assist/Develop procedures and solutions to improve the productivity and procedures of the Customer Support.
* Assist with the development, revision, and delivery of software User Guides and Training materials
* Responsible for technical training, publishing technical tips and articles in a knowledgebase.
* Focal point for internal customers (Development, Quality Assurance, Project Management or Support Manager) needing advanced troubleshooting support and assistance for product releases/updates/patches in QA environments.
QUALIFICATIONS
An individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* This position requires a college degree (or the equivalent in training and experience.)
* Previous Experience as a team lead or manager in a call center environment.
* 5+ years experience in a technical applications support role, troubleshooting and resolving complex technical applications issues with a demonstrated focus on excellent customer service skills. Must be client focused, proactive and thorough in resolving issues.
* Must have experience in multi-tasking and prioritizing job responsibilities.
* Ability to express ideas clearly in both written and oral communications
* Must possess ability and aptitude to make clear and quick business decisions as it pertains to technical aspect of core responsibilities in support.
* Strong organizational skills.
* Advance knowledge of:
* Operating systems: Windows (2000, XP, Vista)
* Database applications: Microsoft SQL Server (and other relational databases)
It is NOT ok to contact this poster with commercial interests.
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