Tier 1 Software Support Specialist – Onsite Position Available In Gwinnett, Georgia

Tier 1 Software Support Specialist – Onsite
SearchShareApply Tier 1 Software Support Engineer Expert Technical Solutions is seeking a Tier 1 Software Support Engineer for one of our industry leading clients in Duluth, GA. This person will be responsible for analyzing, troubleshooting and resolving customer issues and questions via phone, email and other methods while maintaining a high level of customer satisfaction. This position remotely addresses and responds to customer inquiries on organizational products and services, including installation, operational functions, troubleshooting, maintenance, and general questions. This is a 3 Month Contract, with the possibility of extension. This will be an ONSITE role in Duluth, GA 30097
ESSENTIAL

DUTIES AND RESPONSIBILITIES

Give support to end users by answering inbound communication via phone, email, and web portal, documenting cases in the Customer Relationship Management software, working assigned cases, resolving and/or escalating customer issues to keep the case moving through the support process
Connect with customers to provide and process information in response to inquiries, concerns and requests about products and service
Diagnose, research and resolve technical issues by gathering customer’s information and determining the issue by evaluating and analyzing the symptoms sufficiently documenting in the case the specific details of each issue and actions taken, including the steps to replicate the issue and the steps taken to resolve the issue
Accurately process and record customer interactions using computer and designated tracking software
Possess a basic understanding of the organization’s products assigned, staying current with system information, changes and updates, and escalate more complex inquiries
Work with Senior resources/SMEs to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer.
Handle interruptions well and move between tasks with ease while still meeting deadlines
Perform and support installation and upgrades of organization’s products assigned as needed
DESIRED SKILLS and

EXPERIENCE

High school Diploma and willingness to learn through on-the-job training; College degree in Business Application areas, Computer science, or a related field desired
1+ years of related work experience required
1+ year of Software Support Experience – SaaS Software support experience highly preferred
Demonstrated experience with SQL Server (MS SQL, PL/SQL, MySQL, PostgreSQL, etc..)
Familiarity with API’s and XML highly preferred
Demonstrated desktop OS knowledge (PC and Server) – Windows and Mac preferred
Strong interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances
Outstanding phone skills, which includes actively listening and developing effective questioning techniques to resolve issues
Knowledge of customer service principles and practices with previous customer service experience
Proven ability to quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures
Familiarity with Customer systems a plus
General Virtualization knowledge
General knowledge of IIS and web services
Experience supporting mobile apps