EIS is seeking a Software Support Representative to provide application support to customers that will involve answering complex questions on the function and usage of our products.
The successful candidate will investigate, manage, track and close client support issues, specifically related to the database and functions of the application(s).
They will also be responsible for contributing to a knowledge base and supporting user forums. You must have the ability to multi-task and see issues through to resolution.
You will serve as primary support liaison between company and customer.
In this role, you will work closely with the Director of Client Services, and be supported by a great team, in providing exceptional customer service and development support.
What your impact will be
- Operate as a frontline, primary support liaison between EIS and our clients and effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets
- Assess a variety of situations, reviewing software configuration, set-up and software code and identify the correct resolution or escalate according to departmental guidelines
- Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives
- Regularly review the database of submitted items and proactively follow up with clients to ensure that their inquiries and / or issues have been satisfactorily resolved
- Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
- Maximize and maintain current knowledge and awareness of applications and related technologies
- Sound understanding of API and web services technologies and functions
- Email technology troubleshooting
What we are looking for :
- Ability to present Support webinars, both internally to staff as well as to customers via the Web
- Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution
- Ability to interpret requirements, and recommend solutions that best address clients' needs
- Excellent analytical, research and problem solving skills with a strong ability to multi-task and prioritize work effectively
- Strong ability to multi-task and prioritize work effectively
- Exceptional attention to detail and the ability to grasp concepts quickly
- Other duties as assigned by management.
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