Provides enterprise application & database software support and assistance to customers who have purchased our MASterMind software package.
* Resolves customer inquiries by responding to telephone calls and email requests for technical, application, and implementation support.
* Diagnoses system software and operator problems by identifying and researching client inquiries concerning system operation.
* Reviews, analyzes, and evaluates business application functions and user needs in order to instruct users in use of software, manuals, and other documentation.
* Insures a timely resolution of customer issues by utilizing tracking and monitoring software.
* Manages customer situations where a customer is experiencing greater than normal difficulties. Coordinates internal and external resources, summarizes case history, schedules conference calls with relevant parties, and follows up as necessary.
* Interfaces with R&D resources to bring escalated issues to resolution.
* Verifies correct system operation by creating & executing software test plans and documents results.
Demonstrates use of software to professional documentation writers, tests documentation for accuracy, and recommends revisions.
UTC Fire and Security spans the globe as a technology leader in the growing electronic industry that helps protect families, property and communities. From homes to industry UTC F&S covers the spectrum of security solutions, including high-tech video monitoring, intrusion and fire and smoke detection. Join an innovative and energized team who has a deep understanding of our customers and a business that is focussed on growth. 
* Bachelor of Arts or Science in CS/CIS/IS/MIS/Business or related field + 2-3 years experience or equivalent combination of education & experience* Possesses an intermediate knowledge of enterprise, database, Internet, spreadsheet, email, word processing, & CRM software and the environments in which they are used.
* Troubleshoots effectively using reading, probing, analyzing, and interpreting skills.
* Able to effectively communicate verbally and in writing to customers and peers.
* Able to calculate figures and amounts such as discounts, interest, proportions & percentages.
* Knowledge of accounting principles.
* Enjoys helping customers use software tools to find solutions to business problems.
* Both people and results oriented. Able to inspire trust.
* Able to work independently and as part of team.
* Bi-lingual Spanish preferred
Able to manage a variety of customer situations.
