Position Summary :
Provides application and technical support to customers, answering complex questions on function and usage of product via the telephone and / or Internet.
Support includes functional analysis, program analysis, testing and debugging to resolve customer reported issues. Serves as primary support liaison between company and customer in a highly team oriented environment.
Conveys customer feedback to product development staff. Possesses working knowledge of assigned product and basic knowledge of operating environments.
Operates under general supervision. Typically reports to the Manager, Support Operations. Requires 1 to 5 years of relevant product experience.
Essential Functions :
Serves as primary support liaison between company and customer and documents incidents in required tracking systems
Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as Webex or Netmeeting.
Responsible for appropriate referral to other support analysts, provides feedback to Development with guidance from more senior analysts and liaises with other Depts.
to insure proper handling of customer issues.
Develops Knowledge Base content with assistance, if needed.
Required Skills :
Prior experience in or software / technical support
Functional knowledge in Human Resource, Financial or Supply Chain process
Working knowledge of assigned product and basic knowledge of operating environments
Advanced problem solving and analytic skills.
Solid PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc.
Experience in any ERP Software is an advantage
Willing to work in EMEA and NA Shift