Tech & Client Support Associate - proprietary software

Looking for variety, the ability to contribute and make an ongoing difference all within a fun, business casual team environment???  Join this growing small privately held national software company in a TECHNICAL  & CLIENT SUPPORT ASSOCIATE role.  Provide critical client technical support and resolving of issues and training for our national client base.

 

San Francisco financial district location.  Close to BART, Muni and the Ferry Building.  Receive reimbursement for taking public transit to work.

 

Enjoy challenging varied work, learn new skills and become an integral part of the team's success.  In return, you will receive an outstanding benefit package, the opportunity for continued professional development and opportunities for career advancement. This is a non-exempt status position with overtime compensation.

 

TO APPLY: Please email your resume as a WORD document attachment and your cover letter and  target hourly salary requirements to:  mmmgreen@comcast.net Interviews will take place in our client's San Francisco office. Please, San Francisco Bay area candidates ONLY.

 

POSITION OVERVIEW

The successful candidate will work with clients to provide critical software support and ongoing training as necessary.  Key responsibilities include:Provide quality telephone and email and web support with a high degree of customer service, technical expertise and timeliness.Maintain current knowledge of all product offerings and technical support procedures in order to provide accurate solutions to customers.Research, resolve and respond to client questions received via phone and the internet.  Typical issues include:  network/user permissions, web administration and configuration issues in IIS, managing users in Enterprise Manager, restoring database, attaching/detaching databse, SQL server issues, etcetera.Accurately documenting client information and a detailed problem/issue description(s) as well as troubleshooting steps and resolution.  Provide developers with full description of problems.Provide training on specific tasks in our application.  Draft and proof tutorials and quick reference guides.Test new databases and application software prior to release.Work on special projects as assigned by the manager.



REQUIREMENTS:

 A Bachelor's or Associates degree is preferred with a preference for Computer Science, Information Technology or a related technical degree .  MCP,  MCSE, MCT certification is a PLUS.  Recent college grads with SQL server experience will be considered.

 Strong written and verbal skills are necessary for interacting with clients.  Must be able to speak effectively with both non-technical end-users as well as IT professionals.  Must be comfortable with extensive on-the-phone consultations. Demonstrated experience in problem resolution and technical problem identification.  Help-desk and / or technical customer support representative ( CSR / TSR ) experience a strong plus. Demonstrated ability to configure and set-up various types of operating systems and Windows networks are required. SQL experience (or strong ACCESS experience required) - basic commands,  Enterprise Manager & Query Analyzer. (Running SQL script and adding users, creating access for database etcetera is a PLUS but not required.) Experience with WebEx or Remote Desktop or Citrix remote agents.  Familiarity with search, retrieval and file management. Proficient with client relationship manager program such as SalesLogix or Remedy. Training and tutorial experience.  Ability to write short step by step tutorials. Web server/hosting competency – user lookups, permissions. ( IIS ) Requires strong attention to detail, outstanding resourcefulness, flexibility and the ability to work independently as well as within a team setting. Comfortable with working in a large shared office space with individual work-stations. Ability to travel occasionally to client sites throughout the U.S. to perform in person training session. Typical work hours 7:00 -  3:30 p.m. or  8:00– 4:30, Monday- Friday. Some OT and rotating approximately every six weeks 'on-call' 24 hour support on weekend.