About Our Client:
CORESense is seeking a Software Support Representative who will be responsible for providing support to customers requiring assistance on product related questions and product usage training once they have completed implementation. You will be the first line of communication with customers. Professionalism, responsiveness and knowledge of the CORESense Retail Management on-demand software are critical for success in this position.
The successful candidate will be a creative problem solver who enjoys working on challenging issues and is committed to providing superior customer service.
CORESense, founded in 2000, provides an end-to-end solution for today's small- to mid-size retail enterprises with multi-channel sales strategies.
CORESense has experienced triple digit growth since its founding, reflecting the strength of its entirely web-based platform. CORESense technology, unparalleled in scalability and functionality, represents a new era of software programming, away from modular and vertical integration models, that harnesses dynamic functionality powered by the Internet.
CORESense is headquartered in Saratoga Springs, New York, a tranquil three hours from Boston and New York City.
CORESense Development Team Mission:
The primary mission of development is to protect product assets with process improvements while scaling the development organization:
To produce the highest quality applications possible
* Produce highly efficient code
* Support the Call Center support SLAs
* Support our hosting facility to support or SLAs
* Empower the staff to maximize creativity
About You:
You have a strong understanding of web-based system technology. You understand and have experience within the areas of retail operations, supply chain management, CRM or eCommerce. You have a conceptual understanding of systems integration including XML and EDI. You have a conceptual understanding of Data sources including ODBC databases and flat file storage.
In addition, you have strong English communication skills, both oral and written. You are highly organized; you manage your time effectively and understand the urgency related to solving problems.
Requirements:
* Handle incoming support phone calls, e-mails and faxes from customers
* Research issues and reproduce reported behavior. When needed, escalate customer issue to appropriate resources, with all pertinent information included to ensure complete root cause analysis and resolution
* Own every open support ticket and complete any necessary follow-up for resolution and customer communication
* Documents each support ticket in the call tracking system in a clear, concise, and understandable format
* Provide timely responses and regular updates on support incidents to customers
* Train customers on product usage
* Build and maintain strong customer relationships
* Communicate effectively with customers of varying levels of technical expertise
* Contribute to product development through feedback on customer issues to Product Development team
* Contribute to the knowledge base and actively use the existing documents in the resolution of support incidents
* Wherever possible, identify additional product or training needs the customer may have
* Document technical support procedures and generate product support documentation
* Assist with testing of software, as needed
Additionally,
* Knowledge and ability to troubleshoot problems
* Intuitive, capable of quickly and accurately finding the root cause amongst the symptoms
* Strong organizational and conceptualization skills
* Exceptional ability to communicate complex information in a strategic context
* A natural ability to find the win-win solution
* Unwavering positive attitude in the face of conflict; emotionally consistent
* Chooses to face conflict head on, resolve issues and move on
* Ability and desire to follow process
* Intolerance for mediocrity; expects and accepts full engagement from other team members
* Enjoys working in a high performing team environment
Compensation:
* Base Salary
* 4 weeks paid time off
* Health Care/Dental Benefits/Flexible Spending Account
* 401K
* Stock Options
Apply At:
http :// coresense . thebetterpeople . com
Experience: Please see above.
Apply At:
http :// coresense . thebetterpeople . com
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Friday, December 14, 2007