Help Desk Support Analyst - - Immediate Opening

Help Desk Support Analyst needed in Bingham Farms - Immediate Opening!

BB16108

Bingham Farms, MI 48025

6+Months

Job Summary:
Qualified candidate will provide technical and functional product software support to customers for IP Management Service's products. Detailed analysis and research may be necessary to handle complex issues. The candidate will interact with customers providing excellent support to ensure customer satisfaction.

Duties and Responsibilities:

Cover assigned call center shifts, answering incoming technical and functional support inquires from client IP Management Service's customers. Collaborate with IP Management Service teams to apply product and technical knowledge.
Adhere to company procedures to appropriately respond to client inquiries within our Service Level Agreements for support call types.
Investigate new/unknown/existing technical problems with supported products. Attempt to understand and reproduce reported issues to properly diagnose them and find acceptable solutions or workarounds.
Document all customer issues clearly and thoroughly in the Customer Relation Management Support database. Document steps for each request and communicate the progress to customers via frequent and regular status updates per our Service Level Agreement and support policies and practices.
Participate in our software user acceptance testing; help to identify and report bugs, user-interface problems, documentation, or other potential problems (from both the Technical Support and the Customer/End User perspective).
Develop knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate and timely solutions to customers.
Provide on-site customer support as needed.
Document internal and external product/technical solutions for Knowledgebase publication.
Knowledge, Skills and Abilities:

Bachelor's degree in Computer Science Information Technology or other related field or equivalent in education and experience (degree required)
Customer Support experience (1-2 years)
SQL 2005/2008 &/or Oracle 10G/11G Skills preferred
Microsoft IIS skills preferred
Communication and listening skills
Research and analysis skills
Network Infrastructure knowledge
MS Access &/or Crystal Report Writing Skills preferred
MS XP, 2003- 2007, and MS Office Product Experience
Client Server and Web Application experience