Customer Support Specialist (Tier I/II)
We are looking for a support rock star that thrives on providing support through many different channels of communication – including: email, phone, chat, forums and social media. Do you tend to overanalyze data? Is transforming the complex into the comprehensible what drives you? Does adding value to the customer experience gives you a head rush? Looking to boost your technical career clout? Then we definitely need to talk!
Responsibilities:
- Evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
- Be empathetic, accurate, compassionate, responsive, resourceful, and conscientious with EPM Live customers
- Answer technical questions, solve technical problems, and suggest appropriate workarounds related to supported applications.
- Resolve customer service issues and skillfully manage complex customer service problems.
- Manage customers’ expectations and experience in a way that results in high customer satisfaction.
- Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
- Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the EPM Live community
- Research, document, escalate cases according to procedure.
- Identify product and services up-sell opportunities and describe EPM Live solutions to customers in a way that is articulate, accurate, and persuasive.
- Interact with Escalation, Product management, Engineering and Operations for both problem escalation issues and to keep up to date on new features
- Interact with Sales and other support specialists to both mentor and help solve issues
Requirements:
- Demonstrated analysis, problem solving and skills troubleshooting expertise
- Ability to effectively prioritize and escalate customer issues as required
- Ability to work cross‐functionally. Strong interpersonal and communication skills
- Ability to multi-task and perform effectively under pressure
- Expertise in analysis and supporting of Microsoft applications (configuration and customization)
- Understanding of database concepts and data management (RDBMS)
- Ability to understand and configure a complete Microsoft environment
- Excellent organizational, written and oral communication skills
and a plus:
- 1-5 Years infrastructure experience (installation and maintenance of Microsoft systems)
- Understanding of Microsoft Project Server
- Database platforms – Microsoft SQL Server and or Oracle
- Server infrastructure architecture, implementation and configuration skills
- Understanding of Microsoft SharePoint web parts development
- Understanding of Microsoft InfoPath Development (JIT)
- MCP – Microsoft Certified Professional / MCTS – Microsoft Certified Technology Specialist
Email Resumes to: info@epmlive.com
