This job is more than 3 weeks old or the application deadline has passed.
Job Description
• Provide system management operational support to customers over the phone and in written communications. Coordinate all activities pertaining to the problem identification and resolution, working with other areas to reach the resolution while managing customer expectations.
• Document progress, resolution and time spent on all customer activity in the appropriate tracking incident system.
• Act as primary point person for customer questions and concerns. Provide support and diagnostics for critical operational and application issues. Escalate unresolved issues appropriately.
• Monitor incoming tickets and either respond directly or identify and assign other staff resources for problem resolution.
• Participate in pager rotation nights and week-ends
• Participate in creation and maintenance of knowledge base documentation used for trouble resolution
• Assist in other system/operational projects as needed.
Additional Info & Requirements
Applicant should have:
• Strong analytical and problem solving skills. Ability to think analytically and to set clear priorities, with very strong organizational and issue resolution required.
• Ability to communicate in support of varied needs
• Excellent communication skills (both written and verbal) and superior customer service skills. Customer Service background.
• Excellent troubleshooting and technical skills. Capable of identifying and coordinating with appropriate staff to resolve issues.
HR Info
Technical support for ILS software. Applicant will • Provide system management operational support to customers over the phone and in written communications. Coordinate all activities pertaining to the problem identification and resolution, working with other areas to reach the resolution while managing customer expectations.
• Document progress, resolution and time spent on all customer activity in the appropriate tracking incident system.
• Act as primary point person for customer questions and concerns. Provide support and diagnostics for critical operational and application issues. Escalate unresolved issues appropriately.
• Monitor incoming tickets and either respond directly or identify and assign other staff resources for problem resolution.
• Participate in pager rotation nights and week-ends
• Participate in creation and maintenance of knowledge base documentation used for trouble resolution
• Assist in other system/operational projects as needed.
