Job Description
Job DescriptionEssential Duties or Responsibilities
- Provides Tier1/Tier2 phone and email support to clients using company’s proprietary hardware and software products; works closely with clients and internal resources to resolve client issues across multiple products/technologies.
- Troubleshoots and diagnoses reported client problems and works to understand and correct problems; builds rapport and elicits problem/request details from clients; reports progress/results to clients in a timely manner.
- Mentors and develops Tier 1 and Tier 2 team members.
- Participate in the screening and interviewing of candidates.
- Tests fixes to ensure reported problem has been adequately resolved.
- Works with clients to install and upgrade company’s proprietary software products and associated components.
- Identifies software anomalies; tests anomalies to verify and determine scenarios under which they occur; documents verified anomalies and communicates back to engineering
- Documents all contacts processed using Salesforce.com Service and Support Module.
- Supports company standards by collaborating, communicating and cooperating with internal staff members and external clients in a timely and professional manner.
- Performs related duties as required in support of client service goals.Essential Duties or Responsibilities
- Provides Tier1/Tier2 phone and email support to clients using company’s proprietary hardware and software products; works closely with clients and internal resources to resolve client issues across multiple products/technologies.
- Troubleshoots and diagnoses reported client problems and works to understand and correct problems; builds rapport and elicits problem/request details from clients; reports progress/results to clients in a timely manner.
- Mentors and develops Tier 1 and Tier 2 team members.
- Participate in the screening and interviewing of candidates.
- Tests fixes to ensure reported problem has been adequately resolved.
- Works with clients to install and upgrade company’s proprietary software products and associated components.
- Identifies software anomalies; tests anomalies to verify and determine scenarios under which they occur; documents verified anomalies and communicates back to engineering
- Documents all contacts processed using Salesforce.com Service and Support Module.
- Supports company standards by collaborating, communicating and cooperating with internal staff members and external clients in a timely and professional manner.
- Performs related duties as required in support of client service goals.
Required Knowledge, Skills and Abilities
- The ability to document information that contains technical terminology.
- Ability to develop and document troubleshooting information with Systems Engineering
- Ability to develop user training tools (video, written, online)
- Knowledgeable of and proficiency with using computers, including but not limited to Microsoft Office, data bases, Internet, and customer ticket system.
- Must have well-developed problem-solving skills and a passion for solving puzzles and learning how things work.
- Must possess excellent verbal and written communications skills.
- Extensive knowledge with Windows Operating System and command line tools
- Understanding of Microsoft SQL Server and/or SQL query skills
- Demonstrates ability to think creatively
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