Customer Support Specialist (WDS)

JDA® Software Group, Inc. (Nasdaq:JDAS) is the enduring demand and supply chain partner to the world’s leading retailers, manufacturers and suppliers, helping 5,500 customers in more than 60 countries realize real demand chain results. JDA has solidified a unique marketplace position, in that only JDA can offer a complete vertically-focused solution with the depth and breadth of capabilities necessary to enable the Customer-Driven Value Chain. JDA software solutions enable high-performance business process optimization and execution to achieve a connected view of the customer from raw materials flowing into production to end-consumer products at the shelf. With offices in major cities around the world, JDA employs the industry’s most experienced supply and demand chain experts to develop, deliver and support its solutions. For more information, visit www.jda.com, email info@jda.com or call 1-800-479-7382. So if you’re interested in a challenging career with outstanding growth potential send us your resume today.  This position is located virtually anywhere within the USA.

 

DESCRIPTION:

As a member of our Customer Support team, you will provide technical support via phone, e-mail, and web interface to our WDS product customers.

 

RESPONSIBILITIES:

· Assist with resolving issues. Provides guidance on application and technical issues. 

· First level escalation of client support issues. Manages Critical and High issues to resolution.

· Facilitates resolution to issues as needed. Helps to prioritize issues and provides an interface to the Support Engineering team to reduce the turnaround time for resolving client issues. Insures plans are in place to support new releases. 

· Provide multi-level support for trouble shooting technical issues within the client server / web environment. Works directly with clients to investigate and coordinate the resolution of client issues. Includes ownership of the data entered into the CRM system and insures both client and appropriate JDA employees are notified of status.

· Works closely with other members of the Product Development and Consulting Services organizations to resolve client issues. Focal point to the client or consultant on issues reported to Client Support regarding systems problems.

· Participates in quality and product testing for issues resolved in Patches or Maintenance releases that affect issues reported through Client Support.

 

SKILLS/ABILITIES REQUIRED:

· Bachelor's degree in computer science, management information systems or other related field.

· Previous experience implementing or troubleshooting JDA WDS product set.

· 5-10 years experience in system and database administration with increasing levels of responsibility.

· Experience installing and maintaining Operating Systems: HP/UX, Sun Solaris.

· Relational database experience with Oracle.

· Strong knowledge of system and database administration principles.

· Problem-solving skills in complex client/server and web environments. Ability to replicate, diagnose, and resolve problems.

· Excellent interpersonal and communication skills – written and oral.

· Previous consulting or support management experience.

· Demonstrated leadership and initiative.

· Skills in effectively managing projects with multiple responsibilities.

· Ability to travel occasionally to client sites to assist in resolution of issues.

· Ability to provide after hour support and carry a beeper to provide extended support to clients.

· Previous experience with Contract Manufacturing products: JDA Make-to-Order; JDA Maint, Repair & Overhaul; and JDA Procurement Management.

 

HOW TO APPLY:

· Go to: www.jda.com/company/careers-na.html

· Select “View all JDA North America jobs”. (This opens up a new page, so please disable any pop-up blockers.)

· Select “Customer Support Solutions”, apply to the posted “Customer Support Specialist (400501)” job posting.

 

Find out what it is like to succeed with a dynamic high-performance company that offers benefits starting on your first day and 3 weeks vacation annually. Apply by clicking below or visit our website at www.jda.com. EOE/AAP