This job is the fully qualified, career-oriented, journey-level position as for an accomplished technical support analyst support ERP systems in a .Net/SQL Server ASP environment.
· 95% on phone and responds to written or internet-based inquiries troubleshooting problems and questions.
· Provides product support and assistance to our customers by phone, PC, facsimile and Remote support tools.
· Answers non-technical questions regarding company products.
· Documents clear and concise comments regarding customer problem and resolution.
· Suggests solutions for the knowledge base system to help customers and staff in our department with troubleshooting activities.
· Analyzes problems with software applications to identify affected area(s) and recommend corrective actions.
· Escalates unresolved issues promptly to support analyst for recommended resolutions of customer issues.
· Builds productive working relationships internally and externally.
· Mentors employees with less job knowledge and experience.
· Works on problems of diverse scope where analysis of situations or data requires an evaluation of multiple identifiable factors.
· Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
· Exercises judgment within defined procedures and practices to determine appropriate action. Has some senior-level internal and some senior level external contacts.
· Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways.