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For your reference, we have included the original job posting below.
Technical Support Representative Adv
Job Number:
37127824
Company Name:
Jack Henry
Job Location:
TROY, MI US
Job Category:
Customer Service
Technical Support Representative Adv
Technical Support Representative Adv
Job Code: 9367 Location : TROY, MI 48098 US Travel Involved: 0-10% Job Type: Full Time Job Level: Entry Education: Associates Degree or Equivalent Category: Support/Installation Position Summary:
Successful candidate will have experience in a software support environment providing Tier 2 customer support for software applications, operating systems and network administration. SQL Database experience is a required. Microsoft certifications, Visual Basic programming, ASP scripting is a plus. Strong verbal and written communication skills are essential for this position. This position requires some out of state travel and the candidate must be willing to work outside of normal business hours to satisfy department requirements. ESSEENTIAL FUNCTTIONS Provides level one troubleshooting. Accurately assesses the customer?s product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the user?s response to fully comprehend the need, product issue, and best avenue for resolving the problem. Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades. Identifies and resolves application and service issues and any other questions that may arise. Answers general application questions. Provides appropriate personnel a precise understanding of user\'s issues when the problem needs to be escalated to a higher level. Monitors incoming cases and emails and resolves in accordance with Service Level Standards (SSLS). Uses available support tools to assist the customer and/or recreate the issue. Participates in training programs to continuously improve product knowledge and service skills. May assist in training new employees or serve as go-to person for team members. May manage hardware capacity and performance and assess hardware needs.
Requirements
Successful candidate should be proficient in Microsoft SQL Database query/scripting as well as the Microsoft suite of products (MCSE a plus). · Ability to work individually and with a team in a fast-paced environment. · Experience providing technical support for software applications and Server hardware. · Excellent technical customer service troubleshooting, follow up and communication skills. · Strong background in supporting and/or administering Microsoft Products and network. · SQL Query and Database design knowledge. · Visual Basic and ASP programming, scripting and debugging skills. · Highly Motivated Self-starter and willingness to take on new challenges
