Job Qualifications:
- 4 year degree in MIS, Computer Science/Engineering
- 2- 4 years professional experience (open to training the right candidate)
- Strong teamwork and communication skills
- Ability to think analytically
- Working knowledge of Microsoft Office Products including Microsoft Excel, Word and PowerPoint
- Relational database experience – SQL
- Ability to adopt a flexible work schedule
- Works well with minimal supervision
- Client facing presentation and communication skills
Job Description: As an Application Support Representative, the duties will include assisting clients with technical support, answering complex questions on functionality and usage of products via telephone, email and/or Internet. This role serves as the support liaison between the Company and the client. This role will have an overall knowledge of the application as well as an overview of accounting and cost management principles.
Job Duties:
- Monitor MS CRM queue as first point of contact and invite higher tiers when Support queue reaches five or more calls.
- Ensure client contact standard of 1 hour response time
- Maintain Service Request activities from inception to close when escalated
- Assist client with application assistance within the ERP system
- Escalate calls to higher tiers once sufficient research completed in accordance with Support Guidelines
- Provide resources to Quality Assurance by testing when needed and as specified by Quality Assurance testing documentation.
- Complete a rotation as lead Tier 1 representative on a late night shift
- Coordinate Application related group ISEF’s
CONTACT:
Stephen P. J. Gilman, MA-HRD
Professional Recruiter & REACT Coordinator – Business Services
Professional Networking Group
CareerSource Tampa Bay
9215 N. Florida Avenue, Tampa, FL 33612
[email protected]
(O) 813-930-7583
(F) 855-503-2977
