Our client, a global leader in database security for the enterprise marketplace, is looking for a Technical Support Analyst to provide customer and technical support through analysis and problem-solving in order to facilitate installation, implementation, maintenance, education and documentation of products via a support center environment. Experience with relational databases (i.e. Oracle, MSSQL, DB2 and/or Sybase) is required for success in this position. In addition, communication skills are important for interfacing with clients and working in a close-knit team environment, and organizational ability is important for multi-tasking.
Description:
Provide customer and technical support to customers through inbound phone, web and e-mail requests.
Independently identify, troubleshoot, document and replicate customer problems and then escalate complex problems according to escalation procedures.
Retain ownership of all cases throughout the resolution process.
Report enhancement requests received from customers regarding product, application or documentation.
Provide input to escalation departments, through proper escalation procedures.
Document all requests for assistance into SalesForce CRM system.
Document all customer and internal communications in SalesForce CRM system.
Communicate bug fixes and new enhancements to customers.
Develop documentation for customer support and problem resolution for SalesForce CRM Solutions knowledge base.
Test new software releases throughout the development cycle.
Requirements:
Candidate will have at least 2 years of experience providing customer support in an enterprise application support role
Ability to work flexible hours.
Four-year degree or equivalent software industry experience required.
Excellent customer service skills.
Hands-on experience with relational databases (Oracle, MSSQL, etc.) is required.
Hands-on experience with Windows, Unix and/or Linux environments preferred.
Experience using SalesForce CRM is strongly preferred.
Strong verbal, written and interpersonal communication skills.
Ability to troubleshoot and resolve problems in a technical team-oriented environment.
Ability to demonstrate customer empathy, good customer diplomacy skills and problem ownership.
Ability to manage multiple tasks and priorities including good time-management skills.
To apply: http://www.gadball.com/job/20205988/technical-support-analyst--internal-support-in-new-york-ny/?sid=18
Friday, April 09, 2010