Position Status:Full TIme

Location:Chicago, IL

POSITION SUMMARY

The Customer Support Specialist will be working directly with clients, provides Tier 1/Tier 2 technical support of our proprietary software products to client organizations.

ESSENTIAL DUTIES OR RESPONSIBILITIES:

  • Provides Tier1/Tier2 phone, email, WebEx, and/or chat support to clients using company’s proprietary software products; works closely with clients and internal resources to resolve client issues across multiple products/technologies.
  • Troubleshoots and diagnoses reported client problems and works to understand and correct problems; builds rapport and elicits problem/request details from clients; reports progress/results to clients in a timely manner.
  • Tests fixes to ensure reported problem has been adequately resolved.
  • Works with clients to install and upgrade company’s proprietary software products and associated components.
  • Identifies software anomalies; tests anomalies to verify and determine scenarios under which they occur; documents verified anomalies in TFS.
  • Documents all contacts processed using software support system including Problem, Resolution and Follow-Up Action Required.
  • Using defined escalation methodology, escalates complex problems and/or client complaints to Manager.
  • Participates in the alpha testing of new releases prior to release to clients.
  • Develops recommendations for enhancements to company products and communicates them to Manager.
  • Supports company standards by collaborating, communicating and cooperating with internal staff members and external clients in a timely and professional manner.
  • Performs related duties as required in support of client service goals.


JOB SPECIFICATIONS:

A. KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED:

  • Bachelor's Degree in related discipline required.
  • 1 - 3 years experience providing software support services required.

B. SKILLS REQUIRED:

  • Must have excellent customer service skills.
  • Must be able to handle multiple priorities simultaneously.
  • Must have well-developed problem solving skills and a passion for solving puzzles and learning how things work.
  • Must possess excellent verbal and written communications skills.


C. ABILITIES REQUIRED:

  • Must have the ability to quickly assess client requests and identify appropriate solutions.
  • Must have the ability to ineract with both non-technial users and highly technical users.
  • Practical knowledge of relational database management
  • Working knowledge of current Microsoft operating systems.
  • Ability to function as part of a goal-oriented team.