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Customer Solutions Analyst | ||||||||||||||||||||||||
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Job Description | ||||||||||||||||||||||||
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Position Summary CS Analyst is responsible for responding to and resolving complex customer problems via phone, email and remote access for Aptean products. The support focuses on in-depth problem analysis of Aptean products and their integration into enterprise-wide mixed environments. Isolate and provide resolution to customer issues or qualify the customer issue for Development level assistance or other assistance from other functions. Follows standard practices and procedures in analysing situations or data from which answers can be readily obtained. Use fundamental technical troubleshooting skills obtained through performance of the role to define and isolate technical issues. Actively participate in some or all phases of the software development and maintenance cycle. These phases include working on customer-based problems dealing with both the Escalation Team as well Development on reproducing and researching customers’ issues, troubleshooting, debugging, documentation, building lab environments, software maintenance, and testing. Responsibilities The primary duties for this position include but are not limited to: Technology Proficiency • Provide technical assistance to customers on Aptean products via phone, email and/or remote access. • Perform advanced problem analysis and isolate problems of a complex level of difficulty. • Reproduce customer issues in house. • Publish articles in our in-house knowledgebase. • Able to learn a wide variety of technologies at a rapid pace Communication • Document customer problem information, recommendations, and resolution in a clear and concise manner using CRM incident tracking system. • Ensure adequate telephone ACD queue coverage • Communicate appropriately and provide regular updates to customer and management. Teamwork • Achieve and maintain targeted KPA’s such as number of cases closed or issues resolved, along with other established goals. • Along with the Technical Support Manager, set realistic personal training and product certification goals. • Leadership and Entrepreneurship (Excellence Orientation) Qualifications and Requirements Qualifications. Business • Understanding of Aptean mission and corporate objectives and ability to apply this knowledge within Aptean and for customer facing issues. Planning • Organization and work planning skills required. • Ability to work on multiple issues and prioritize work accordingly to business processes. Problem Solving • Must possess good problem solving and analytical skills. • Ability to diagnoses technical problems; research and identify appropriate solutions. Entrepreneurship • Must be able to identify and develop new innovate ways to better service our customers. Professional Communication • An excellent customer service attitude and the ability to interact with customers in a professional manner are required. • Must have the ability to work in a fast-paced environment and use judgment in handling customer calls and providing technical assistance • Strong written and verbal communication skills Leadership • Ability to identify major concerns from the field and relay those concerns to management in an appropriate manner. • Can do attitude with a strong will to lead by example. • Ability to follow directions and be self-motivated. Qualifications and Requirements • Experience in doing Technical Support for applications using Java technology • Good understanding of MS SQL Server, T-SQL. • Experience in working with Windows Operating system – particularly Windows installation, Log file analysis, Windows config files, EventViewer files. • Good understanding of IIS. • Basic Networking knowledge about workings of a Switch, Router and VLANs concepts. • Should have excellent verbal and written communication skills. • Programming knowledge is a plus This position will require you to work on Night shifts</p>
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