$45-55K

CUSTOMER SUPPORT SPECIALIST:
Fantastic opportunity with a progressive and growing global company with a clear path for career advancement!

Will consider college graduates with strong, valid technology experience or professionals with up to 2 years experience in a technical support role working with customers.

Role:
• Provides remote support to customers, customer teams, and affiliates.
• Receives, records, and rapidly responds to user problems. Coverage of incoming issues during assigned hours is highly important.
o Provides telephone support 8a-5p CST, Monday-Friday. Rotate handling on-call 24-hour support. Responds to electronic inquiries (i.e. e-mail and web site)
o Provides telephone support to help customer teams assist clients/prospects. Informs customer teams of significant events or issues at client site. Keeps customer teams informed/involved about product related issues.
• Analyzes incoming user questions and issues. Constructs remedies including workarounds, suggestions, alternative usage, fixes, test cases, etc. Keeps customers aware of problem issue status. Distributes corrected software. Involved in problem resolution follow-up, testing.
• Increasingly self sufficient in handling incoming issues. Remains in communication loop through to customer satisfaction.
• Fosters customer relationships through on-going interaction/ communication about how Company products are being implemented at customer sites. Conveys customer feedback to product development staff.
• Knows company product portfolio. Increases ability to support additional products and/or additional aspects of currently known products (e.g. additional platforms, optional add-on capabilities)
• Provides product enhancement, documentation correctness, and usability and quality enhancement suggestions. Receives and appropriately forwards customer provided product enhancements.
• Solid written communication in recording product bugs as appropriate for higher support tiers to understand and re-create reported problems. Re-creates problems for development teams as needed. Assists with QA of logged problems upon release of fix.
• Contributes to QA efforts.

Experience/Skills:
• Superior telephone etiquette and verbal phone-support setting problem diagnosis and resolution skills
o Excellent communication skills and experience with providing support to customers
o Demonstrates skills in documenting and updating customer issues
o Ability to deal with difficult customers and situations
o Experience documenting issues and clearly communicating their resolution
• Excellent analytical and problem solving skills
o Patient trial and error troubleshooting
o Methodical deductive reasoning
o Strong intuition
• Good working knowledge of Windows operating system and Microsoft Office products
• Basic understanding of other varied computing concepts which may include:
o Networking, software installation programs, version control, enhancement request and bug tracking tools, web services, XML, HTML, JCL, SQL, Oracle
• Basic understanding of software development methodologies
• Ability to manage a high-volume workload and still complete tasks on-time
• Excellent presentation skills
o Ability to instruct audiences on varied topics such that a transfer of knowledge occurs with high customer satisfaction
o Presentation of facts, figures, models, and technical concepts in a way that others can comprehend
• Bachelors Degree in Computer Science required
• Technology and Software Product Support

Contact information:
Gina Gomulka
gina @nextstepsystems.com
Next Step Systems
www.nextstepsystems.com

For more information about this opportunity contact:

Software Support positions / job opportunities in the Chicago area.