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Technical Systems Support Analyst
Job#: 177059
Positions: 1
Posted: 03/21/2013
Job Type: Full Time
Location: US-IN-Indianapolis
Department: Customer Support
Category: Support
Salary: Salary
Benefits: Benefits
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Job Description


More than 9,000 customers around the world rely on Aptean to give them a competitive edge. By providing innovative, industry-driven enterprise application software, Aptean helps businesses to satisfy their customers, operate most efficiently, and stay at the forefront of their industry. With extensive knowledge and clear technology leadership in focused industries, Aptean's software enables its customers to transition from being merely competitive, to becoming market leaders. This competitive edge—The Aptean Edge—is born from solutions reflecting industry best practices, and services that are specifically focused on helping customers meet their individual business goals, profitably.  To deliver on our customers’ goals, our whole operating ethos is underpinned by:

  • INTELLIGENCE: We work in partnership with our customers to support the realization of their business ambitions. Our solutions and services are high-quality, practical and meet/lead to specific outcomes.
  • INTENSITY: We work with vigor and enthusiasm. We are energetic, dynamic and responsive to customer needs and our approach to work.
  • INTEGRITY: We are honest, forthright and operate with integrity. We deliver results.

Technical Systems Support Analyst - Basic Purpose:  Under general supervision, provides customers and end users with product, specifically Progress-based, support.  This position involves supporting the existing Encompix, Axis, DTR, and Gomembers client base via the phone and/or web, replicating and documenting reported issues, and providing assistance to consultants and other colleagues in the field. Requires interface with other team members and customers.

 Essential Duties and Responsibilities 

Software Support Phone Coverage:

  • Receive calls and web cases from users having problems or questions about the software
  • Fact Find to learn the source of the error and the steps performed
  • Handle customer problems that arise from the use of the product
  • Complete, maintain and process pertinent information in the call tracking system regarding customer issues

Management of Open Cases:

  • Maintain daily contact with customers to provide updates and essential information
  • Consult with other Support Analysts, Product Consultants and Managers to gain understanding of product, resolutions, and/or recommendations of changes
  • Resolve customer issues via testing, research or live connection
  • Create and document reasonable workarounds for known software issues
  • Handle requests for future upgrades/changes 

Support / Maintenance / Quality Assurance 

  • Work with interdepartmental teams to assure quality by appropriately documenting issues, thus contributing to the monthly service packs for the customer base.
  • Provide assistance to the Education, Professional Services, Documentation, and Quality Assurance departments, as needed.
  • Provide assistance with virtual testing environments using VMWare.  This includes creation, support, maintenance, and distribution.

Technical Escalations 

  • Be the technical escalation point for the Progress-based products and customer base
  • Interface with product support members to assist with troubleshooting and creating customer environments

Additional Duties and Responsibilities:

  • The hours for this position are for the day shift, 8:00 AM - 5:00 PM, Monday through Friday. 
  • Must be available to work flexible shifts if needed.  Our support hours are 8:00 AM - 8:00 PM. (EDT).
  • Teamwork - Demonstrating the ability to manage inter-departmental relationships and build networks that will promote teamwork.
  • Conflict resolution – Dealing effectively with customers and team members in challenging situations.
  • Self Awareness – Recognizing and understanding how one's own moods, emotions and actions affect others.  Recognizing when others are in need of assistance, and making an effort to help. 
  • Initiative - Taking an active role to learn and apply our process and technology to meet goals. 
  • Multitasking - Ability to speak with customers and search knowledgebase while logging notes.
  • Computer related degree or 1+ years of related troubleshooting experience; looking for equivalent combination of education and experience. 
  • Basic accounting and manufacturing knowledge a plus.  
  • Excellent verbal and written communication skills.  
  • Ability to respond to technical inquiries or complaints from customers or consultants on a timely basis.  
  • Excellent problem-solving skills.  
  • Progress Database knowledge is a very strong preference - some database knowledge is must. 
  • Requires excellent customer service soft skills.
  • Windows based PC's knowledge any Linux knowledge is a plus.
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