SUMMARY:

Provides technical support to customers, answering complex questions on function and usage of product via the telephone and/or Internet. Serves as primary support liaison between company and customer. Conveys customer feedback to product development staff. Assists with product design, bug verification, source code fixes, release testing and beta support, which may require research and analysis. Responsible for adding and maintaining knowledge base content (link removed) Possesses excellent knowledge of company’s products that are used by customers. Operates under general supervision. Typically reports to the Manager, Support Operations. Requires 2 to 3 years of relevant experience.

RESPONSIBILITIES:

• Resolves clients' questions or problems over the telephone or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements.


• Conveys customer feedback to product development staff.


• Assist in testing of new versions of operating systems, environments by loading new versions and verifying compatibility with products, reporting any anomalies to development.


• Perform moderately complex bug verification, source code fixes, release testing and beta support for assigned products. Research problems discovered by QA or product support and develop solutions to the problems.


• Perform design, implementation and maintenance of single product modules/sub-systems or on lower level issues of multiple products


• Retrofit code fixes for base issues into customer environment.


• Establishes technical proficiency in design, implementation and unit testing.

QUALIFICATIONS:

• Bachelor’s degree in computer science or business or has equivalent technical training and/or work experience.


• Having knowledge of .Net technologies, SQL server, tracing and understanding of the logs.


• Knowledge of ERP manufacturing concepts, Time and Attendance solutions or shop floor automation is desired.


• Experience scripting, debugging the code and configurations is desired.


• Good writing, editing, interpersonal and communications skills.

The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, religion, sex, gender / transgender identity or expression, sexual orientation, sexual stereotype, national origin, genetics, disability, marital status, age, veteran status, protected veterans, military service obligation, citizenship status, individuals with disabilities, or any other characteristic protected by law applicable to the state or municipality in which you work.

If you have a disability under the Americans with Disabilities Act or similar law, and you wish to discuss potential accommodations related to applying for employment at our company, please contact Human Resources at 470-548-7173 and/or (e-mail removed)