This position is responsible for enhancing each customer’s relationship with Distribution One by providing technical assistance to software users. Answer questions and resolve software problems for customers via the telephone or electronically. Analyze, test, troubleshoot, and evaluate software issues related to our software in conjunction to third-party integrations.
Answer user inquiries regarding computer software operation to resolve problems promptly
Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
Refer major hardware or software problems or defective products to vendors or technicians for service.
Enter commands and observe system functioning to verify correct operations and detect errors.
Maintain records of daily data communication transactions, problems, and remedial actions taken, or installation activities.
Perform minor repairs to software following design specifications.
Getting Information – Observing, receiving and otherwise obtaining information from all relevant sources
Processing Information – Compiling, categorizing, calculating, auditing, or verifying information or data
Communicating with Superiors, Peers or Subordinates – Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail or in person.
Analyzing data or Information – Identifying the underlying principles, reasons, or facts of information or data into separate parts.
Making decision and solving problems – Analyzing information and evaluating results to choose the best solution and solve problems.
Organizing. Planning, and Prioritizing Work – Developing specific and plans to prioritize, organize and accomplish your work.
Interpreting the Meaning of Information for Others – Translating or explaining what information means and how it can be used.
Establishing and Maintaining Interpersonal relationships – developing constructive and cooperative working relationships with others and maintaining them overtime.
Documenting/Recording Information – Entering, transcribing, recording, storing, or maintaining information in written or electronic/Magnetic form.
Test software performance
Troubleshoot issues with computer applications or systems
Analyze data to identify or resolve business or other applied problems
Provide technical support for software technologies
Other Skills, Abilities, and Qualifications:
- Active listening – giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Complex problem-solving – Identify complex problems and reviewing related information to develop and evaluate options and implement solutions.
- Critical thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions and approaches to problems.
- Writing – Communicating effectively in writing as appropriate for the needs of the audience.
- Judgment and decision making – Considering the relative costs and benefits of potential actions to choose the most appropriate one.
- Active learning – Understanding the implications of new information for both current and future problem solving and decision making.
- Systems Analysis – Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
- Time management – Managing one’s own time.
- Oral comprehension – the ability to listen and understand information and ideas presented through spoken words and sentences.
- Oral and Written Expression – The ability to communicate information and ideas in speaking and writing so others will understand.
- Deductive Reasoning – The ability to apply general rules to specific problems to produce answers that make sense
- Problem sensitivity – The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
- Written Comprehension – The ability to read and understand information and ideas presented in writing.
- Inductive Reasoning – The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events.
- Information Ordering – The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules.
- Computers – Knowledge of Computer hardware and software including applications and programming
- Customer and Personal services – Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
Technology Skills (not required, but a plus)
- Database user interface and query software – MySQL, Progress, ODBC, REST API
- Desktop Communication software – TeamViewer, RDP
Please send résumé to email@example.com.