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Client Support/ Technical Support Analyst

Company: DecisivEdge, LLC
Location: Newark
Posted on: April 1, 2021

Job Description:

Summary
PierVantage--- is the leading cloud-based boatyard management solution available to the global marine industry with more than 70 yards currently as clients. The primary job functions of this Support Consultant role include direct customer contact to ensure issues are fully understood, documented as needed, and resolved in a timely and satisfactory manner. As often as possible, issues are to be resolved without further internal escalation, however, in complex cases, this person will work with product owners and development staff to identify root cause and resolution. Additionally, this person will provide added value during each client contact to deepen the customer's knowledge and comfort with the product. Job Location - Newark, DE / (Remote- Anywhere in US) Essential Duties and Responsibilities

  • Provide primary contact support to fully understand the customer's concerns.
  • Own issue lifecycle ensuring a timely response and resolution and all SLAs are adhered.
  • Escalate and work with team members as needed to close issues.
  • Educate customers on the features and functions of the application to deepen their understanding and knowledge of the tools available.
  • Provide insight and observations based on customer interactions to the product team for product improvement ideas.
  • Maintain online documentation and support pages as changes are made to the application or gaps are identified.
  • Engage in ongoing learning of applications and services provided by the Company to support peers and other teams in the delivery of services.
  • Accurately track time, billing to proper project or application codes in the Company project tracking software.
  • Support and participate in new client implementations.
  • Participates in other Company initiatives and duties as required.
    QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    Education and/or ExperienceBachelor's Degree; two years customer contact experience in a technical setting; or the equivalent combination of education, technical training, and work experience.
    Technical and/or Domain KnowledgeTo perform this job successfully, an individual should demonstrate knowledge and experience with the following:
    • Thorough knowledge of support issue lifecycle processes and SLA impacts.
    • Basic knowledge of business management or accounting solutions, including workforce management, job management, inventory, and purchasing.
    • Experience writing SQL queries against a relational database for the purposes of investigating issues and assisting developers and next-level support.
    • Ability to understand application features and apply them to business processes.
    • Highly self-motivated and directed.
    • Experience working in a team-oriented, collaborative environment.
    • Microsoft Office Suite of products (Word, Excel, PowerPoint, and Publisher).

Keywords: DecisivEdge, LLC, Newark , Client Support/ Technical Support Analyst, Professions , Newark, Delaware

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