NOTE: This job listing has expired and may no longer be relevant!

Job Description

Responsible for providing support of business, customer and operational applications and includes troubleshooting these applications for staff, answering how-to questions and gathering requirements to aid colleagues in query creation and exporting data via export definitions. Incumbent must have strong analytical skills to resolve issues and assist in resolving mid-to-complex inquiries. • Resolve issues utilizing excellent customer service skills, problem solving skills, technical reasoning skills, along with a high level of individual judgment to ensure outcomes of customer satisfaction • Respond to, troubleshoot, resolve and escalate tickets for the client base • Interact with users and other team members to categorize and resolve issues • Assist teammates and supervisor in the identification of common issues, high priority issues • Document, analyze, and track user issues for internal and external software development resources to ensure sufficient information is available to effectively track down and correct issues • Determine and test scenarios to reproduce user errors • Work closely with all other teams to exchange knowledge • Identify knowledge base appropriate material and generate draft content • Resolve issues wherever possible and when not, identify and document problems clearly for escalation • Provide timely feedback to end users via phone, e-mail, or other form of communication • Work with customers in establishing the appropriate expectation and response time; • Take ownership of assigned interactions, utilize appropriate follow-through and log all customer interactions • Answer telephone questions and inquiries from customers Requires a AA/BS Degree in Computer Science, Information Science, Engineering or related field. BA/BS Degree preferred. Experience and technical certification can be used in lieu of degree.

How to Apply

Apply for this job

Apply for this Job

Name *

Email *

Message *

Upload resumé (zip, pdf, doc, txt, rtf)

Upload cover letter (zip, pdf, doc, txt, rtf)

Is fire “hot” or “cold”? *