Level 2 Support

Location:  Atlanta, GA

Job Title: Level 2 Customer Support Specialist

About the Company
c360 Solutions, a division of CDC Software (www.cdcsoftware.com) is an Independent Software Vendor (ISV) specializing in Microsoft Customer Relationship Management. Based in Atlanta, GA c360 was founded in November 2001 and has experienced triple digit revenue growth over the past three years. We provide a dynamic, results oriented work environment where performance and entrepreneurialism are rewarded. Our mission it to be the world leader in the development of industry solutions, add-on products and development tools for the Microsoft CRM platform. For more information visit our web site at www.c360.com

c360 Solutions offers a unique environment that fosters individual growth and rewards performance. The work environment is fast-paced, furious, and high-energy. You'll be working with an award-winning team with an impressive track record.

 

About the Opportunity
c360 Solutions is seeking a proven individual to provide Level 2 technical assistance to all users of its web based software. The role will support c360’s customers, partners and prospective customers.

 

Responsibilities:Responding to Level 2 technical support case escalations and escalating as necessary. Responding to Level 1 incoming cases when call volume requires. Track interactions with customers in CRM system. Write knowledgebase articles about the most common issues. Be familiar with all c360 products and be able to develop documentation and train others on them. Work standard 9 hour/1 hour lunch shift during our support hours of 6am to 8pm. Any other duties necessary to improve/maintain client satisfaction in the area of technical support.

 

Requirements:2 years experience in a Level 1 technical support role. 100% non-smoker Must have excellent technical skills PLUS a passion for customer service Punctuality, professionalism and excellent written and oral English communication skills Knowledge of Microsoft Internet Information Services, ASP.NET, Microsoft SQL Server Knowledge of diagnostic tools such as Fiddler, FileMon, SQL Profiler.

QualificationsExpert problem-solver. Sorts through complex issues and conducts comparative analysis of multiple solutions. Promotes excellence by providing superior service to each customer while maintaining high level of detail. Writes effectively using various styles to address a wide range of needs and audiences. Experienced with MS SQL Server database installation, configuration, administration, design, disaster recovery, and maintenance. Experienced in providing problem diagnosis and resolution for a variety of technical environments. Excellent attendance and punctuality record. Ability to expand job responsibilities, suggest improvements, and collaborate with others to generate ideas and improve processes. Knowledge of Microsoft Exchange server a plus Understanding of Internet technologies, such as TCP/IP, HTTP, XML, ASP and SSL.

 

CDC Software is an equal opportunity employer.  Principals only please.