Product Support Representative - Software - Sioux Falls - job 676736

SunGard Public Sector

Date: 04/08/2021

City: Sioux Falls, South Dakota

Employment type: Full-time

The Product Support Representative provides second tier technical support directly to CentralSquare's customers via phone, web or email communications. Works with customer to diagnose problems and/or resolve questions. Escalates complex issues to appropriate technical experts or managerial staff



  • Provide general assistance to customers via phone, email, and remote sessions.

  • Understand and utilize best practices to create detailed cases with all the pertinent information.

  • Demonstrated information-gathering skills and self-initiated learning.

  • Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.

  • Maintain consistent communication with customers regarding the status of their requests.

  • Analyze customer issues with assistance of other team members when needed.

  • Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customers.

  • Develop strong working relationships with cross-functional teams.

  • Work with customers to identify system issues and create cases with detailed information.

  • All other duties as assigned.


Skills:



  • Strong problem solving, organizational, and analytical skills

  • Ensure urgent customer issues are resolved in the most timely and effective manner possible.

  • Ability to work well in a fast paced environment

  • Proven ability to manage multiple tasks or projects with changing priorities.

  • Strong time management and prioritization skills.

  • Strong ability to capture a complete and accurate problem/symptom description of reported issues.

  • Troubleshoot and narrow down reported issues, identify root causes, and find creative solutions.

  • Strong ability to listen to and work with customers in real-time to resolve issues.

  • Can do attitude and team player.


Qualifications:



  • Bachelor's degree with a technical discipline including computer science, accounting, management information systems (or equivalent experience)

  • Experience in Accounting, Support, Software Development, IT, or Quality Assurance is preferred





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