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Technical Support Analyst – Entry Level IT Customer Service

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Company Information Job Description

Job Description

College graduates—you worked hard to earn your Computer Science degree; start your career off right by joining an organization that is as committed to your professional growth as you are. Aptean is a global leader in enterprise application software (EAS), and our products and services give more than 9,000 clients, in over 100 countries, the competitive edge they need to remain at the forefront of their industry. We continue to experience tremendous growth and are currently seeking talented and motivated Technical Support Analysts to provide professional technical support to customers and other end users.

This is the perfect opportunity for you to put yourself on a solid career track to a leadership role while expanding your technical skill sets. Our intensive training “boot camp” will quickly bring you up to speed on our products and our processes to ensure your immediate success with us. In the longer term, we not only have a dynamic promote-from-within policy, but we will also work with you to establish a viable career growth plan.

With Aptean continuing to expand, this is the perfect time for you to join us and set yourself on the road to a fun and rewarding future. If this is what you’re looking for, don’t hesitate to contact us today. We want to talk with you!


Job Responsibilities

As a Technical Support Analyst, you will field calls and emails from customers, end users, consultants, and customer-contracted personnel, answering technical questions and providing expert support and troubleshooting services. Upon completing our support training program, you will initially specialize in one specific product area. However, as your knowledge and experience grows, you will have the opportunity to learn and take on more and more new areas.

Your specific duties in this role will include:

·         Collaborating with a friendly and fun team of Analysts, Engineers, and Consultants in our business casual environment

·         Troubleshooting and fact finding on new issues reported both electronically and by phone

·         Completing, maintaining, and processing pertinent information in our web-based incident management system

·         Documenting solutions in our knowledge base, using the Knowledge Centered Support methodology

·         Completing other tasks as required

Skills & Requirements
  • Job Requirements

    As a successful Technical Support Analyst, you must be personable and humble, motivated to learn, and interested in building a long-term career. You must also have a successful track record of interacting and negotiating with varying personalities and temperaments. It is also important that you have excellent verbal and written communication and interpersonal skills as well as a strong team-oriented mentality.


    Specific qualifications for the role include:

    • Bachelor’s degree OR 3-5 years of related experience and/or training
    • Excellent customer service skills
    • Solid typing skills (40+ wpm)
    • Ability to work 8am-5pm EDT Mon. through Fri., and flexible shifts as needed (11am-8pm EDT, or 9am-6pm EDT)
    •  Experience or training with the following, preferred:

    ·         Databases (SQL, Access)

    ·         Customer service

    Helpful but not necessary skills: 

    • Planning/Purchasing
    • Inventory Control
    • Scheduling
    • Finance
    • A/R or A/P
    • Java
    • Unix/Linux
    • Financial Services