Application Support (Tier 2 SME)

Atlanta, GA 30309 | Direct Hire

Post Date: 06/25/2018 Job ID: 50315 Industry: Application Support

Position: Application (Customer) Support


This is an intermediate/advanced level support position with career advancement opportunities in on-site consulting, software development, sales, and leadership to name a few. Strong analytical and problem solving skills along with effective time management will be critical to your success.
 

Responsibilities:
  • Troubleshooting advanced software and hardware issues
  • Managing escalated cases to resolution
  • Mentoring a junior team member and helping them grow into advanced positions
  • Understanding our clients and their business
  • Responding professionally to our customers in a timely, efficient manner
  • Taking ownership of issues and partnering with Product Development as needed
  • Providing timely and professional updates to the client as to the status of their issues
  • Training clients on our software on the phone or through email to help minimize future calls
  • Leveraging salesforce.com, phone, email, and web based support tools to communicate status and collaborate on solutions

Requirements:
  • Bachelor' s degree
  • 2+ years of experience resolving technical issues for clients in a Support environment
  • Ability to quickly learn proprietary technology including software, hardware, databases, and networking
  • Exceptional interpersonal skills with a focus on building rapport
  • Outstanding organizational skills with demonstrated experience managing multiple projects and competing priorities
  • Effective listening skills and ability to ask appropriate questions to understand issues
  • Excellent analytical and problem-solving skills
  • Ability to create knowledge base articles for future team use
  • Strong documentation and communication skills
  • Ability to multi-task between calls, emails and open cases to resolve issues
  • Calm with the ability to respond in a timely, professional manner
  • Self-motivated to learn and grow
  • Works well independently as well as in a team-oriented, collaborative environment
  • Flexible, adaptable and able to handle a variety of personalities
  • Ability to be flexible with shifts and on-call support as required
  • Great attitude and a desire to make a difference!
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