Application Customer Support

Description:

• Interviews user(s) to collect information about problems and leads them through diagnostic procedures to determine a solution.
• Analyzes customer responses and provides recommended solutions based upon available application features.
• Fixes system and users’ errors based on submitted support tickets.
• Identifies and escalates “system” problems, that potentially need code updates, to the Technical Support Department (by creating appropriate Bugs/User Stories in the internal Issue & Project Tracking Software).
• Participates in cross-training of fellow support representatives. Makes presentations to fellow support representatives on topics assigned by the Manager.
• Provides on-site or remote demonstrations of the software to current or prospective clients.

Requirements:

• SQL knowledge and experience.
• Knowledge and experience in Issue & Project Tracking Software like Jira, DevOps, Mantis, Zoho.
• Working knowledge of Windows operating systems and Microsoft Office Applications.
• Excellent interpersonal skills.
• Excellent written communication.
• Team oriented, with the ability to work independently.
• Excellent problem-solving capabilities.