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For your reference, we have included the original job posting below.
Technical Support Representative
Job Number:
26851018
Company Name:
Confidential Company
Job Location:
Providence, RI US
Job Category:
Customer Service
Technical Support Representative
Technical Support Representative The ideal candidate... will have a minimum of one (1) to four (4) years experience with help desk and/or technical support for software applications, be highly motivated, willing to go the extra mile to provide excellent customer satisfaction and thrive on solving complex problems. Technical Support Representative This is a great opportunity to be a valuable player in an exciting company at the forefront of Paperless Process Management (PPM). If you have the passion, energy and enthusiasm to work closely with customers on systems ranging from the System i (iSeries - AS/400) resident applications to Thin/Thick client PC applications, and work directly with Engineers and QA, this is the position for you. Must have strong hands-on root-cause investigative skills and ability to work in a fast pace environment. This is a great career opportunity where you will: Assist the department in attaining established goals for customer satisfaction and excellent service. Respond to customer inquiries by telephone, using on-line tools, and by email as quickly as possible. Work closely with Engineers on issues that cannot be resolved individually and need escalation. Communicate with customers and end users to help them understand how to use the product properly. Resolve customer issues as effectively and efficiently as possible. Handle requests for replacing defective parts or software. Assist customers and/or prospects with the installation, tailoring and/or implementing of product. Assist in the testing of new products/releases. Work varying hours between 8:00am-6:00pm Monday through Friday and provide after hours / weekend support as part of an on call rotationTo be successful in this position you need: To complete our training programs and become a master on our products and services, being able to distill customer problems and pinpoint the exact procedure for solving their issues. Working knowledge of IBM System i (iSeries - AS/400) operations Proven experience with installation and configuration of PC applications Experience working in LAN environments, especially in configuration of software on Novell and/or Windows file servers Experience working with queries on relational data bases Excellent communication skills for phone and on-line interaction, being able to walk customers through technical procedures in a clear and concise manner Excellent analytical/problem solving skills and the passion for tackling the unknown Strong organizational skills to be able to plan your day and handle your tasks effectively Ability to multi-task and work on different problems with different levels of complexity without losing your train of thought Ability to anticipate and prevent hot situations Ability to properly prioritize problems and move them to the next level of management when necessary Ability to be patient with unsophisticated users Strong customer service skills Qualifications: Experience/Education: Bachelors degree in Computer Science, Engineering, Mathematics or equivalent experience (preferred) A minimum of one (1) to four (4) years help desk and/or technical support experience Personal Traits: High integrity Strong interpersonal skills including rapport building, listening, social versatility, courtesy and concern Self-motivated and able to thrive in a results-driven environment High energy, well-organized, team player Personal and professional growth and achievement oriented Project a professional image Compensation and Benefits: We reward people according to their contribution to the company. As a member of the technical support team, your compensation will be commensurate with your experience and with the results you achieve while wo Category: Customer Service & Support
