--- title: Technical Support Consultant – Sage X3 description: SWK is hiring! Technical Support Consultant answers incoming customer inquiries, then investigates, analyzes & resolves a wide variety of highly complex issues. --- [![SWK Tech](https://erpsoftware.swktech.com/hubfs/swk_site_images/SWKT_Logo_Black.png)](http://www.swktech.com) [Menu  ](https://erpsoftware.swktech.com/newsevents/careers/technical-support-consultant-sage-x3#0) - [Support](http://www.swktech.com/support)[Training](http://www.swktech.com/training/)[CAREERS](https://erpsoftware.swktech.com/newsevents/careers)[PAY ONLINE](http://www.swktech.com/pay-online) - [HOME](http://www.swktech.com) - [WHAT WE DO](http://www.swktech.com/what-we-do) - [ERP](http://www.swktech.com/what-we-do/erp-enterprise-resource-planning) |  [NETWORK SERVICES](http://www.swktech.com/what-we-do/network-services) |  [MAPADOC](http://www.mapadoc.com/)  |  [WMS](http://www.swktech.com/warehouse-management) - [WHO WE'RE FOR](http://www.swktech.com/who-we-are-for-2) - [WHOLESALE/DISTRIBUTION](http://www.swktech.com/who-we-are-for/wholesale-distribution) |  [MANUFACTURING](http://www.swktech.com/who-we-are-for/manufacturing-services) |  [RETAIL](http://www.swktech.com/who-we-are-for/manufacturing-services) |  [ACCOUNTING FIRMS](https://erpsoftware.swktech.com/what-we-do/network-services?tabid=1#networkservices) - [LAW FIRMS](https://erpsoftware.swktech.com/what-we-do/network-services?tabid=2#networkservices) |  [MEDICAL PRACTICES](https://erpsoftware.swktech.com/what-we-do/network-services?tabid=3#networkservices) |  [INSURANCE SERVICES](https://erpsoftware.swktech.com/what-we-do/network-services?tabid=4#networkservices) |  [REAL ESTATE](https://erpsoftware.swktech.com/what-we-do/network-services?tabid=5#networkservices) - [WHO WE ARE](http:///www.swktech.com/who-we-are) - [BLOG](http://swktech.com/blog) |  [EVENTS](https://erpsoftware.swktech.com/events) - [CONTACT](http:///www.swktech.com/contact-us/) - CONNECT WITH US - [![Facebook](https://erpsoftware.swktech.com/hubfs/swk_site_images/facebook.png)](https://www.facebook.com/SWKTech) - [![Twitter](https://erpsoftware.swktech.com/hubfs/swk_site_images/twitter.png)](https://twitter.com/swktech) - [![LinkedIn ](https://erpsoftware.swktech.com/hubfs/swk_site_images/linkedIn.png)](https://www.linkedin.com/company/swk-technologies-inc-) - [![Google ](https://erpsoftware.swktech.com/hubfs/swk_site_images/google.png)](https://plus.google.com/+Swktech) - [SUPPORT](http://www.swktech.com/support) # SWK BLOG ## [Technical Support Consultant – Sage X3](https://erpsoftware.swktech.com/newsevents/careers/technical-support-consultant-sage-x3) Posted by [Hilary Buckley](https://erpsoftware.swktech.com/newsevents/careers/author/hilary-buckley) on Jan 28, 2016 7:53:00 PM Find me on: [LinkedIn](http://linkedin.com/in/hilarybuckleywriter/) [Twitter](https://www.twitter.com/HilaryWriting) - [Tweet](https://twitter.com/share) The **Technical Support Consultant **is responsible for answering incoming customer inquiries and then investigating, analyzing, and resolving a wide variety of highly complex technical, workflow, and systems related issues. Additionally, the Technical Support Consultant researches complex back-line and “in progress” cases (e.g. testing unresolved issues, researching, following up on cases, etc.) and engages in team-based project work. ### **Essential Duties** - Answers incoming inquiries via telephone and/or written, Internet-based (email) sessions in a support center environment, according to scheduled shifts, in order to meet business needs. - Independently handles all types of concerns or issues. - Identifies the root cause of the client’s software or system issues and uses system analysis and testing techniques to solve highly complex application, system, or hardware issues. - May seek guidance or advice from peers or senior analysts as needed. - Researches and responds to in-progress and back-line cases when not scheduled for inbound shifts. - Works with software vendor support staff to escalate issues and research software bugs (Sage, NetSuite, Acumatica, etc.). - Places outbound calls or emails to clients to follow up on and resolve escalated or in-progress cases. - May also respond to inquiries or complaints from customers by researching unique situations and developing new or unique approaches or work-arounds to resolve client issues. - Submits knowledge articles for publishing in the knowledge base, according to established procedures and policies. - Consistently produces clear, detailed, and high-quality written documentation of client contacts related to software problems and related network, hardware, operating system, and/or workflow issues, according to established guidelines. May also review documentation prepared by others. - Actively works to stay current on technical knowledge in all assigned applications, as well as in support processes and procedures. - Promotes and supports SWK’s company philosophy and principles on a daily basis. - Works collaboratively and effectively within a team of peers. - Protects company information, both proprietary and confidential. ### **Required Qualifications** - Six months to two years of experience or knowledge in one or more of the following areas required: accounting, networking, operating systems, estimating, project management, or technical support. - Experience with the appropriate software product. - Strong customer service skills, including the ability to effectively interact with a wide variety of clients in tense, pressure-filled, or somewhat adversarial situations as a problem solver. - Ability to exercise independent judgment and to make decisions without definitive guidance or direction. - Ability to work in a structured support center environment while effectively self-managing work time. Ensures work is completed efficiently, with quality and within department performance metrics. - Ability to step through a linear analysis of complex technical issues and identify problems/suggest solutions in a logical manner. - Strong problem-solving and troubleshooting skills, including the ability to actively listen and ask meaningful probing questions, and break complex business processes into simplified steps. - Ability to learn and apply technical knowledge, including advanced information about operating systems and appropriate software products within scheduled periods. - Ability to work within defined policies and procedures, using standardized tools and technology to perform job functions. - Very strong verbal and listening communication skills, including excellent writing skills: grammar, spelling, sentence structure, etc. - Ability to effectively work within cross-functional teams in a collaborative environment. - Ability to effectively identify and partner with stakeholders and internal service providers to aid in the resolution of conflicts. - Ability to respond effectively to multiple conflicting priorities, continuously prioritize and reprioritize deliverables, and to respond to unexpected changes in a positive manner. - Ability to understand support-center metrics and how they relate to the whole customer experience. We offer excellent benefits. *To be considered, please send us your resume to [HR@swktech.com](mailto:HR@swktech.com).* ### SITE MAP - [Home](http://www.swktech.com) - [What We Do](http://www.swktech.com/what-we-do) - [Who We're For](http://www.swktech.com/who-we-are-for-2) - [Who We Are](http://www.swktech.com/who-we-are) - [Careers](https://erpsoftware.swktech.com/newsevents/careers) - [Contact](http://www.swktech.com/contact-us/) - [Training](http://www.swktech.com/training/) - [Support](http://www.swktech.com/support) - [Pay Online](http://www.swktech.com/pay-online) ### CONNECT SWK Technologies [info@swktech.com](mailto:info@swktech.com)[mailto:info@swktech.com](mailto:info@swktech.com)877.979.5462 toll free 973.758.6120 fax 5 Regent Street, Suite 520 Livingston, NJ 07039 ### SUPPORT - [Support](http://www.swktech.com/support) - [Downloads](http://www.swktech.com/swk-hightower-enhancements-for-sage-100-mas-90-downloads) - [ScreenConnect](https://connect.swktech.com/) - [Bomgar](http://support.swktech.com/) ### EMAIL SIGN UP ### NEWS © 2016 SWK Technologies [Disclosures and Terms of Use](http://www.swktech.com/terms-of-use) | [Privacy and Security](http://www.swktech.com/privacy-policy/)