Responsibility

• Responds to telephone calls, chat or email requests for technical support including troubleshooting and investigating defects in a pleasant, professional manner.
• Providing a high level of service to customers and adhering to our strict SLAs for response and resolution times.
• Follow up closely with customers to ensure full resolution of issues.
• Deployment of service releases, patches, requests and customizations.
• Compiling documentation related support calls, resolutions, and follow-ups with users to ensure an acceptable solution has been reached.
• Conduct application training for internal & external users’ other duties as assigned.

Requirements

• May require an associate degree in a related area.
• At least 2 years of related experience.
• Ability to troubleshoot and diagnose problem.
• Good customer service skills.
• Ability to work both independently and as part of a team.
• High level of interpersonal skills to work effectively with others.
• Works under minimum supervision.
• Flexibility - responsibilities may require occasional evening and weekend work.
• Basic knowledge in SQL is an added advantage.