Technical Support Specialist

I'm recruiting for 3 different shift openings for 6 month contracts in our Client's Technical Support Department.

Technical Support Specialist is an intermediate Level 2 technical support position. TSS's are responsible for providing all of the functions and duties of the TSS 1 position, as well as intermediate technical support for escalated customer issues, answering complex questions on function and usage of product via the telephone and/or electronic format. These issues may reside in hosted and enterprise systems.

Main Responsibilities:
* Provides 2nd level technical support responding to case service levels, effectively troubleshooting software issues, providing issue resolution, and customer notification. Recreates customer issues & escalates to appropriate level.
* Actively participates in self-improvement, process, and technology training programs.
* Continually strives to expand comprehension of troubleshooting methodologies, application functionality, N-tier architecture, relational database architecture, and operating systems, as applicable.
* Work cross-functionally within the organization, in a team environment, to deliver quality, satisfaction, and resolutions to the customers.
* Submit and provide new content to knowledge base.
* Provides internal training sessions and cross-train other team members in area of product expertise.
* May manage Critical Customer Accounts as requested.
* Participate in documentation and product review process for new product introductions.
* May provide technical leadership and training for new and existing products within technical area.
* Recognized subject matter expert in multiple fields.
* Perform other/additional duties and projects that may be periodically assigned.

Position Requirements:
* Possesses extensive knowledge in Microsoft Windows Client and Server, and UNIX/Linux.
* Posses beginner to intermediate programming and Scripting skills.
* MS Access DB, MSSQL, DB2, Sybase or Oracle RDBMS, Internet browser, Networking technologies, Communication Protocols, Microsoft Office or comparable suites are a plus.
* EDI or XML experience a must.
* Associate or Bachelor Degree in Technical related field or Industry equivalent experience (preferred).
* Must have experience in customer support.
* Requires minimum 1 year or more of product support or industry equivalent experience.
* 1 year or more experience working with one major CRM tool providing case documentation, communication and escalation support.

Interested and qualified candidates are encouraged to apply directly through this posting for immediate consideration.

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