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.