Employment Spot

Job Description

This job is the fully qualified, career-oriented, journey-level position as for an accomplished technical support analyst support ERP systems in a .Net/SQL Server ASP environment.

·         95% on phone and responds to written or internet-based inquiries troubleshooting problems and questions.

·         Provides product support and assistance to our customers by phone, PC, facsimile and Remote support tools.

·         Answers non-technical questions regarding company products.

·         Documents clear and concise comments regarding customer problem and resolution.

·         Suggests solutions for the knowledge base system to help customers and staff in our department with troubleshooting activities.

·         Analyzes problems with software applications to identify affected area(s) and recommend corrective actions.

·         Escalates unresolved issues promptly to support analyst for recommended resolutions of customer issues.

·         Builds productive working relationships internally and externally.

·         Mentors employees with less job knowledge and experience.

·         Works on problems of diverse scope where analysis of situations or data requires an evaluation of multiple identifiable factors. 

·         Demonstrates good judgment in selecting methods and techniques for obtaining solutions.

·         Exercises judgment within defined procedures and practices to determine appropriate action. Has some senior-level internal and some senior level external contacts.

·         Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways. 

Job Requirements

·         Requires 5-7 years of customer service and application support experience.

·         Proficient with Microsoft Office products.

·         Exceptional interpersonal and customer service experience required.

·         Shift work experience is preferred, some weekends and overtime may be required.

·         Excellent verbal and written communication skills.

·         Normally receives little instruction on day-to-day work, general instructions on new assignments.

·         Bachelor’s degree or equivalent work experience
.         Some travel - 10%