CUSTOMER SUPPORT REPRESENTATIVE: LEVEL 1

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Customer Support Representative: Level 1

The Customer Support Representative’s primary function is to effectively handle support issues for customers using ACSIS solutions and managing the cases through to resolution. The successful candidate will work with customer and internal ACSIS resources to diagnose customer issues and assist the customer with correcting both software and data collection device issues to ensure world-class service.

The foundation of this role is built on customer satisfaction, service and the delivery of consistent high-level support. The successful candidate will be self-motivated, proactive, and demonstrate a passion for continuous learning.

Qualifications

Required Technical Skills

• Operating Systems – Microsoft Windows 2000/XP/7/2003/2008/2012
• Software – MS Office Suite (Word, Excel, Outlook)
• Database Software – SQL Server 2000/2005/2008/2012
• Enterprise Manager
• SQL Server Management Studio
• Basic Query knowledge and execution

Remote Connectivity Software – Remote Desktop, PCAnywhere, DameWare Wireless equipment (802.11 radios)

Desired Technical Skills

• Database Software Clients – IBM DB2, Oracle, SQL

Required Non-Technical Skills

• Good verbal and written communication skills
• The ability to seek out creative & timely solutions
• The ability to learn in a fast-paced environment
• Interact professionally with customers and teams across ACSIS
• Be available to work holidays, evenings, and overnight shifts
• Be able to work independently
• Meet shift requirements dependably and reliably

Responsibilities

• Open and track support cases reported by ACSIS Clients
• Open and track support cases reported by ACSIS Clients
• Investigate support cases using ACSIS Customer Support resources
• Strive for prompt resolution without the need for internal escalation
• Identify issues that need to be escalated and work with ACSIS Support Levels 2 and 3 to resolve them
• Follow up with clients and internal support teams on all open cases until issue has been resolved
• Monitor and update support cases
• Execute Operational Readiness Tests (ORTs)
• Execute test scripts, submitting defects, and re-testing resolved defects
• Assist in the configuration, repair process, and testing of software and data collection hardware devices

To apply for this position, please respond and attach your resume below.

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