24 days old
2017-10-262017-11-23

Technical Support Advisor

Norcross, GA 30092
  • Job Code
    584505
  • Payrate
    $20 To $23

Randstad Technologies is looking for a Software Support Specialist to join our client, one of the most innovative and growth oriented career companies. This is a 6-Month, contract to permanent position, that truly allows for growth. We only want candidates who have the ambition and the drive to advance in their careers.


The Software Support Specialist will act as the front-line support for our clients' Applicant Tracking platform. The team is responsible for servicing technical system issues while providing exceptional customer service to customers. Must have a passion for solving problems and a desire to prevent them. Must be able to work in a collaborative environment where creativity and ideation is encouraged.


Job Summary:


Areas of focus (this is what the employee will be working on)



  • Perform basic technical troubleshooting within the proprietary software to accurately identify root-cause through researching, testing, and replicating issues reported with a focus on the tactical and strategic impact to the customer.
  • Collaborate with other Tier 1 team members on resolutions as necessary.
  • Effectively prioritize and escalate tickets to Tier 2 with detail and supporting documentation, ensuring service level agreements are met.
  • Identify opportunities to educate customers on how to better use the system tools and increase utilization.
  • Clearly communicate updates on case or resolution directly with customers in writing or via phone.
  • Improve Self-Service offerings by authoring and reviewing Knowledge Base articles and other training content
  • Act as a technical consultant to ensure efficient workflow in customer's application.
  • Fulfill standard to intermediate system configuration requests.


Team (info about their team)



  • Works on a small front line team constantly interfacing with Customers, Internal Partners and Level 2 Support.


Your Impact (this is the larger impact the employee will have on the company and their team)



  • In this role, you will have direct impact on customer's loyalty and their product satisfaction. You will be encouraged to constantly brainstorm ways we can improve our services and drive customer retention.


Requirements:



  • Bachelor's Degree in Computer Science or related field, or equivalent experience
  • 1-2 years of experience in software application support or service organization
  • Analytical mindset with the ability to solve complex issues
  • Strong verbal & written communication skills
  • Strong technical aptitude
  • Effective customer handling skills
  • Ability to adapt to frequent change
  • Intermediate understanding of web development technologies (APIs, HTML, XML, CSS, MYSQL, PHP, JavaScript)
  • Working knowledge of SalesForce.com or similar CRM system preferred



For immediate consideration, please send resumes and reach out to Megan Fields directly @ [email protected] and 678-893-4948.


Categories

  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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Technical Support Advisor

Randstad Technologies
Norcross, GA 30092

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Technical Support Advisor

Randstad Technologies
Norcross, GA
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