Technical Support Representative
Why Clockware?
Position Description
Technical support representative
Reports to:
Director of Technical Support
Responsibilities
Monitor customer problems and issues received via web site, email or phone regarding
product functionality, ensuring that problems are fully diagnosed and customer
is responded to within timeframes established in Clockware's service level agreement.
Logging customer cases in full detail, and update customers routinely on open
cases and documentation of all steps and activities with customer.
- Conduct routine calls with key customers on new product releases and new
enhancements and bug fixes.
- Work with production support engineers and others necessary to resolving any
customer issue to ensure that expected progress is kept on schedule to resolve
customer issues
- Ensure that you remain trained on all product features and technical knowledge
required to answer customer questions and trouble shoot and diagnose customer
issues
- Write and/edit as appropriate knowledge-based information such as product
documentation and CRM solutions
- Routinely review case loads, diagnosing and highlighting any important trends
to Clockware engineering
- Participate in daily and weekly technical support meetings to review cases
of every status type and facilitate the resolution of cases
- Participate in weekly and monthly Clockware product development meetings to
provide input on customer issues, enhancement and product feature requests
- Conduct weekly online Admin trainings for existing and pre-sales customers
Qualifications
- 3 years of technical support experience in an organization similar to Clockware
with a minimum of 5 years industry experience
- Strong experience with server-side hardware, operating systems (Windows/Linux/Solaris),
databases (MS SQL Server, Oracle, MYSQL) and middleware experience (Websphere,
Tomcat, Apache) preferred
- Strong working knowledge of web-based applications and Online ASP services
- Excellent, clear and concise written and verbal communication skills are a
must, including excellent documentation skills
- Ability to plan and prioritize
Education and Training
Bachelor degree in technical field or equivalent experience
Please send your resume to hr@clockware.com and please state current / expected salary.
