To provide front-line technical phone support to customers using IWS in a Microsoft Windows or Sun Solaris environment.
Essential Duties and Responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned to meet business needs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Respond to requests for assistance. Escalate problems or requests as appropriate
• Recreate customer issues in a lab environment as needed
• Respond to request for assistance on an on-call basis
• Work closely with Development and SQA to resolve customer issues
• Responsible for maintaining current data in the Call Tracking System
• Run management reports, both standard and ad hoc
• Be available for on-call
Requirements
• Six months to three years prior experience in a similar or related position
• Excellent interpersonal and telephone skills are highly desired
• Ability to document procedures and issues clearly
• Ability to work independently and prioritize tasks, as well as part of a team
• Computer skills (Windows), technical aptitude, and problem solving skills are required
• Strong communication, organization and multi-task abilities
• Ability to produce quality work in a consistent and timely manner
• Ability to serve as the advocate for user issues to ensure timely and quality solutions to their problems
The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the employee a general sense of the responsibilities and expectations of his/her position. As the nature of business demands change so, too, may the essential functions of this position