Product Support Specialist

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Description:
We are seeking a Product Support Specialist with 2+ years experience working in a fast-paced technical environment and/or experience with school administrative software. To be considered for this role, candidates would describe themselves as being goal-oriented, results driven, and analytical in nature. A successful candidate will be dedicated, enjoy project-based work, and have the ability to multi-task. Dealing with clients will be required on a daily basis, so strong interpersonal skills are essential.

Responsibilities:
Responsible for accurate, timely logging of all support calls in call tracking system and escalation of problems where appropriate. Train new users on system functionality and train existing users on new functionality, as needed. Maintain a thorough understanding of how the supported products work and are used by the customer base, how to address known problems, how to handle unknown problems. Proactively and independently develop product knowledge and update relevant technical skills on an ongoing basis. Maintain a strong customer service orientation, providing empathetic customer support within established company guidelines. Develop strategies to increase client satisfaction and ensure an optimal level of servicing. Develop support documents, FAQ's and Knowledge Base Articles. Perform special projects as required.

The ideal candidate would possess:

Strong analytical and problem-solving skills as well as strong organizational and oral & written communication skills.
The ability to prioritize & manage multiple tasks and communicate professionally and effectively with people across a wide range of technical proficiency.

The following may be considered assets:

Experience with Accounting, Fund Raising or educational software product is a strong plus.
Possess a solid understanding of both hardware and software.
Knowledge of SQL language, tools, report writing (Crystal Reports).
Experience with structured programming, databases and data structures

If you are highly motivated, have a positive attitude, confident, enjoy problem solving, and have a desire to take on new challenges, send your resume to the following: careers@senior-systems.com.