Technical Services Specialist, Senior

TetraData, a subsidiary of Follett Corporation, is a growing software engineering company exclusively focused on reaching and sustaining high performance in K-12 education. Because many of us have school-age children, we are all personally invested in the success of our public education system. If you share that same passion for public education consider joining our team! Provides technical support with regard to company products and customer applications. This employee performs maintenance, bug verification, release testing, and beta support for assigned products. Performs remote client work on applications including installation. Works under minimal supervision. Operates across several computer environments and platforms. Typically requires six to nine years of technical support and/or product design experience.Facilitates resolution of moderately complex client problems in all areas of products:Performs problem resolution verification (bugs/enhancements).Maintains status of problem resolution and problem resolution database. Updates customer and group leader on problem resolution status.Works with development to explain reported verified problem resolution.Assists in testing problem resolution fixes.Performs root cause analysis with other internal departments.Manages technical aspect of Dolphin/Falcon repair and installation process. Performs high-level product application work.Performs front line phone support during Rush periods.Provides training for Technical Support Analysts.Maintains technical support lab equipment, upgrade machines when new product releases/enhancements are complete.Works with development, PLM when technical resources are needed for Beta testing. Assists in supporting complex beta installations via remote/telephone.Point of contact for special customers. Participates in or manages internal projects, such as user conference workshops, inter-departmental communications, product support systems, etc.On-call after hours for limited customer base related to catastrophic events. Excellent knowledge of software products with ability to operate across several computer platforms and environments. Able to provide technical guidance regarding complex product and application situations. Excellent communication, interpersonal, organizational and planning skills.Heavy telephone usage. General office environment. Some stress may occur at times. Six to nine years of technical support and/or product design experience.Special consideration given to candidates local to Upstate SC. No 3rd party recruiters please RESPOND HERE! Respond immediately by accessing the following dedicated online response form which will allow you to cut and paste your resume. This form will go directly and immediately to the hiring authority for this position. Access the online response form at: http://sh.webhire.com/servlet/resp/rf?jobid=2214982&boardid=749