Technical Support Representative
Location:
Sparks, MD
Responsibilities:
- Provide technical support and manage accounts by phone and e-mail
- Research and test customer problems or questions
- Document all support issues in internal support system
- Document reproducible issues in the product bug database
- Provide presales support and product demonstration as required by Sales and Marketing
- Document solutions and techniques, making information available through technical notes SiteExecutive Support website and internal knowledgebase
- Escalate customer issues to proper escalation team, remaining engaged with issues through resolution
- Continuously expand technical knowledge through self-guided studies, formal training, third-party product research, and participation in information sessions
- Provide weekly reports to the SE team on customer support activity
Requirements:
- Bachelor’s degree or equivalent
- Minimum one year of experience in a technical support position
- Excellent communication and customer service skills
- Technical writing skills a must
- Can work independently to logically troubleshoot customers issues
- Strong background in troubleshooting and problem solving skills
- Ability to work in a fast-paced environment
- Strong organizational skills
- Experience with web application development utilizing IIS and Apache servers a plus
- Working knowledge understanding of SQL and Oracle and database administration a plus
- Understanding of JavaScript, HTML, and XML a plus
- Knowledge of Web Content Management Systems a plus
- Experience troubleshooting skills with Windows, Solaris and Linux.
- CFMX development experience a plus
- Knowledge of Macromedia ColdFusion MX, IIS and Apache
- Personal traits: self motivated, results driven, enthusiastic, collaborative and team oriented, with a strong desire to develop new relationships and new business
Contact:
Send resume in MS Word format, date of availability, salary requirement, professional references and links to online work to Stephanie Anderson, sanderson@systemsalliance.com, 410-584-0595 x218.
EOE
