Technical Support Specialist        APPLY

Description

The Technical Support Specialist will provide high quality email and phone support for administrators and users of our Sales Edge Accelerator™ software. The Technical Support Specialist will develop an expert level understanding of the product. As required, this position will assist sales, professional services and product development with requests or tasks.

Primary Responsibilities

1. Provide feedback to customer’s questions on how to use the product.
2. Provide responses, updates and workarounds in a timely manner.
3. Consistent attention to detail when reviewing and responding to issues.
4. Analyze issues submitted by customers and assign them to the appropriate team (services, product development or hosting partner).
5. Track the status of customer issues and provide updates to the customer. Escalate issues when required.
6. Assist with client data updates, product administration changes, or quality assurance testing.
7. Other tasks as appropriate

Knowledge and Skill Requirements

1. Ability to apply analytical and troubleshooting skills to customer issues.
2. Excellent teamwork, written and verbal communication skills.
3. Develop an expert understanding of the product from a functional and technical perspective
4. Gain knowledge in the client industries using our software
5. Bachelors degree in Computer Science, Computer Engineering or equivalent is preferred but not required.
6. 2 or more years experience supporting software end users in complex business and technical environments.
7. Desire to work in a fast paced, dynamic team and product oriented environment.
8. Experience and competence with Microsoft Office tools

Desired Skills

1. Experience supporting or implementing SaaS (On Demand) or enterprise software
2. Experience in Agriculture or Insurance industries
3. Experience with deployment, maintenance or support of SaaS software in a managed hosting environment. Skills may include:
1. Knowledge of network communication methods and protocols including TCP/IP, DNS, SMTP, HTTP, WINS, FTP, SFTP, TELNET, and SNMP
2. Knowledge of web technologies including IIS, JBoss, Java, HTML or relational databases
3. Knowledge of security technologies and SSL

Working Conditions

APPLY  for this position or call Human Resources at 507-382-1593.