Technical Support Analyst

Job DescriptionDuties and ResponsibilitiesJob Title:Customer Support Specialist FSLA:ExemptDepartment:Customer SupportPrepared By:Manager, Customer SupportReports To: Date:November 2015A. Job Description ObjectiveThis position requires sound technical aptitude and knowledge in relevant areas to provides technical applications support to customers, answering highly complex questions on function and usage of product. The position requires excellent commication skills and serves as a primary support liaison between company and customer. Should possess good analytical skills to diagnose complex problems related to product and technology. Conveys customer feedback to product development staff. B. Primary Job ObjectivesThe table below gives the primary duties/ responsibilities for this position. It shows the expected allotted time over an extended period for the areas supported by the position as well as the Description of those areas.Rank of Importance% AllocationDescription180Handles customer support functional activities for all products and contributes to overall service profitability.210Contributes to overall service revenue by provide customer service/consulting beyond routine support.310Technical coordination with other teams.The Customer Support Specialist responsibilities include the following: This is not an exhaustive task list and other duties may be assigned as deemed appropriate or warranted by immediate manager.Manages issues submitted by customers and internal technical staffUnderstand basic diagnostics of software development and troubleshootingEnsures quality and responsiveness of customer support staff and resources.Ensures effective interaction and service between customer support and other functional areas of the company.Generates new and creative ideas to sell add-on services.Promotes sales of various service options. Excellent knowledge of companys products and systems.C. Job Qualifications NecessaryMay have some post-graduate education or training in computer science.3+ years of software support, testing or developmentKnowledge of Oracle and/or SQL ServerKnowledge of Application Server Software, JBoss, WebSphere and/or WebLogicDemonstrated success and strong experience with problem-solving abilitiesExcellent interpersonal skills.Excellent communication skills including verbal and written.Experience working with distributed and off-shore teams a plusExcellent time management, decision-making, presentation, human relations and organizational skills.Excellent knowledge of all customer support areas.