Technical Support Specialist
Posted on: November 7, 2018
For more than 30 years, Infogix has focused on data analysis to ensure our customers make critical business decisions based on data they can trust. Uniting predictive analytics with trustworthy data enables companies to transform insight into action and accelerate their business growth. With an impressive list of Fortune 100 and Global 2000 customers, Infogix continues to help hundreds of organizations realize better data and better results. With a customer retention rate of nearly 100%, our customers rely on us for mitigating risk and conducting the data analysis necessary to drive a superior customer experience. Our top 10 customers have stayed with us for more than 20 years. We are currently searching for a talented Technical Support Specialist (Software Products) to join our team in Naperville, IL. POSITION OVERVIEW In this role, you will support, consult with, and educate our customers, worldwide, in the successful implementation and use of Company products. - Displays high professionalism with all contacts. - Takes ownership in resolving customer issues. - Provides remote support to customers, customer teams, and affiliates. - Receives, records, and rapidly responds to user problems. Coverage of incoming issues (phone, email, etc.) during assigned hours is highly important. - Customers and Affiliates: Provides telephone support 7am-5pm Central time, Monday-Friday. On-call 24-hour support. Responds to electronic inquiries (i.e. e-mail and web site) - Customer Teams: Provides telephone support to help customer teams assist clients/prospects. Informs customer teams of significant events or issues at client site. Keeps customer teams informed/involved about product related issues. - Analyzes incoming user questions and issues. Constructs remedies including workarounds, suggestions, alternative usage, fixes, test cases, etc. Keeps customers aware of problem issue status. Distributes corrected software. Involved in problem resolution follow-up, testing, and in some cases, on-site troubleshooting. - Increasingly self-sufficient in handling incoming issues. Escalates problems to higher support tiers as appropriate. Remains in communication loop through to customer satisfaction, ultimately closing the issue in Company database. - Submits requests for products and documentation to be shipped to clients - Records and appropriately escalates customer complaints. Gains an understanding of the customer urgency of certain reported issues in order to appropriately ensure Company leadership is aware of the importance of certain open issues. - Fosters customer relationships through on-going interaction/ communication about how Infogix products are being implemented at customer sites. Conveys customer feedback to product development staff. Product Quality Enhancement - Provides product enhancement, documentation correctness, and usability and quality enhancement suggestions. Receives and appropriately forwards customer provided product enhancements. - Solid written communication in recording product bugs as appropriate for higher support tiers to understand and re-create reported problems. Re-creates problems for development teams as needed. Assists with QA of logged problems upon release of fix. - Contributes to QA efforts of new and patch releases and assists in general release turnover meetings and activities. - Provides assistance in other product development team processes as requested. Records and Tracking Accuracy - Communicates with customer teams on contract terms & licensing issues. - Supplies customers with correct passwords and control file information. - Maintains accurate customer call records and CRM related information in PeopleSoft. Job Requirements EXPERIENCE REQUIRED - Bachelor Degree (CS or MIS preferred). - New College Grads encouraged to apply! - Customer interaction and communication skills required. - Superior telephone etiquette and verbal phone-support setting problem diagnosis and resolution skills. - Ability to quickly learn and understand new technologies. - Must have database (SQL, DB2) programming knowledge. - Knowledge on the use of distributed platform systems and general software programming languages. - Basic understanding of other varied computing concepts including, but not limited to: software installation programs, version control, enhancement request and bug tracking tools, web services, XML, HTML, JCL, SQL, Oracle , and networking. - Basic understanding of software development methodologies. - Customer service experience and phone support experience. - Excellent written and verbal skills including. - Demonstrated skills in documenting and updating customer problem cases. - Ability to deal with difficult customers and situations. - Documenting issues and clearly communicate their resolution. - Presentation of facts, figures, models, and technical concepts in a way that others can comprehend. - Excellent analytical and problem solving skills. - Good working knowledge of Windows operating system and office products. - Experience with managing technical conference calls or WebEx with customers. on Company Website Job ID: 22283 For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more. Infogix Originally founded as Unitech Systems, Inc. in 1982, Infogix, Inc., a developer of software that helps businesses automate the monitoring and analysis of operational data , has grown into a leading software company with an impressive list of Fortune 100 and Global 2000 customers. Millions of Infogix Controls continuously monitor and assure the integrity of information in hundreds of enterprises each day. Contact Info - Elgin, IL
Keywords: Infogix, Elgin , Technical Support Specialist, IT / Software / Systems , Elgin, Illinois
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