SOFTWARE SUPPORT TECHNICIAN

Technicians provide primary support responsibilities for several business systems.  Technicians will respond to client calls for support; will need to identify, analyze, and resolve production problems; conduct trainings and demos; and will test and implement fixes. Technicians will need strong customer service/user support skills and work with vendor support personnel as needed.

Duties:

• Respond and document user requests via internally-accepted ticketing system, phone call, e-mail, and/or any other means that the request originates.
• Maintain awareness of client support issues and ensure timely resolution, specifically in terms of client business applications
• Test software upgrades.
• Cultivate and maintain successful relationships with clients from various business organizations globally.
• Communicate with the appropriate people and customers in a timely, concise, and understandable fashion.
• Meet or exceed Customer Satisfaction expectations and problem resolution turnaround time standards.
• Communicate with other departments to report and resolve software, hardware, and operations problems.
• Provides support (ongoing and on demand) for all PSL Software
• Provides one-on-one or group training as necessary

Requirements:

• General knowledge of accounting principles required
• Knowledge of and experience with troubleshooting, maintaining and educating users on a variety of operating systems
• Ability to quickly adapt to and thrive in a fast-paced change environment with very strong background in and advocacy for customer satisfaction.
• Possess good oral and written communication skills, have the ability to work well in a team environment, and have the ability to work independently with minimal supervision and be able to follow and action instructions via remote communications such as email, phone calls, etc.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to read and interpret documents such as technical manuals, operating and maintenance instructions, and technical specifications
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees.