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Company Overview

HGS is a world leader in Customer Relationship and Business Process Management. With a global footprint and an experience of over three decades, we have helped our clients deliver exceptional results. We have developed and implemented some of the best-known processes and practices to deliver a comprehensive range of industry-specific solutions. Our operational excellence, combined with functional expertise, has made us the “Preferred Partner” for most of our clients. We deliver seamless service to some of the world’s most recognized brands out of and across North America, Europe, Asia, and Africa.

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E-Solutions/Technical Support Specialist
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Job Description

Description:

Monsanto’s Retail Business Solutions Organization is dedicated to the enhancement and support of customer-facing applications that enable users to manage and streamline key business processes including seed ordering, sales reporting, inventory management and data management.  The eSolutions Technical Support team (eST) works directly with Monsanto seed dealers to provide technical and software solutions for the SeedTrak, MyMonsanto, Bar Code Scanner, and B2B technologies.

 

The eST is responsible for assisting internal and external clients with questions/problems regarding using multiple applications/services. Support involves user access and application navigation, configuration, compliance, functionality issues, investigative troubleshooting, using different production and support applications, working with file archives, logs, software UAT and deployment, technical documentation and writing, and issue tracking and resolution. 

 

As an IT professional with Monsanto, the work you perform will be interesting and challenging, and you’ll be involved in the deployment and support of existing and new systems and applications.  That’s why we’ve been ranked among the top 100 companies by Information Week and among the 100 best places for IT Workers by Computerworld.




Job Requirements

Qualifications:

 

Job Functions

 

Provide Tier 1-2 call-center technical support for proprietary Web-based and dedicated software and systems platforms.  Coverage support M-F, between 7 AM - 5 PM CST.

Investigate and resolve internal and external support cases using technical experience and system support assets (documentation, configuration settings, file archives, knowledge base, error/report logs, customer partnering, web-browser troubleshooting).

Research, qualify, document, resolve, and communicate resolutions via ticketing tools and established methods.

Partner with internal technical team members (Tier 3 technical support, developers, data analysts) to resolve or escalate issues.

Create transparency within communications and work execution.

Help coordinate and execute quality assurance tasks related to new software application or enhancement release testing and deployments.

Guide and coach peer eSTs with advanced technical service approaches and industry best practices.

Lead the creation and/or update of technical documentation (FAQs, How-to User and Admin guides, ticket journaling tools, knowledgebase articles) to facilitate superior technical support execution and call deflection.

 

 

Professional Qualifications

 

5+ years of experience is required

Service oriented mindset.  Self starter and be able to work alone or as a part of a team

Strong analytical problem rationalization and solving skills

Commanding grasp of incident life-cycles common to IT/technical help-desks and software support call-centers

Demonstrated ability to write detailed technical documents such as basic test cases, root cause analysis, and incident descriptions and results

Past experience working with and understanding basic call-center performance metrics/KPIs

Previous web application support

Previous experience supporting software

Training end-users

 

Technical Qualifications

 

Proficient use of CRM or other ticketing / case management tools.

Proficient use of screen capture and editing tools.

Strong technical phone and co-browsing operational skills (e.g. WebEx, Go-To Meeting).

Comfortable troubleshooting web browser and related web technology issues (HTML, CSS, Javascript) using browser developer tools.

Expert with Windows XP/Vista/7/8, Java.

A strong working knowledge with 2007/2010 MS Office application suite (Excel and Word).

Detailed knowledge and experience with major web browser version quirks and functions (IE, FF, Chrome).

Basic knowledge of web architectures including databases, web servers, networks, internet functionality and internet standards.

 

Educational Qualifications

 

BS degree in communications, computer science, or technical related field.

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