Product Analyst

ABOUT GRAVIC, INC.

 

Gravic, Inc. is a world leader in providing innovative data collection, transformation, and distribution solutions. For over 25 years, our software product groups have produced technologically advanced solutions that improve the businesses and personal lives of our over 25,000 customers and tens of thousands of OEM end-user licensees.

 

POSITION SUMMARY

End User Product Analyst

 

The candidate for this position must possess strong communication skills, as this person will be responsible for providing level 1 and level 2 technical support to potential and existing customers via phone, email, web and using remote access tools. Additional responsibilities include assisting the quality assurance department with software testing. This position also includes preparing and formalizing user documentation, and participating in regularly scheduled training exercises, both in the classroom and online.

 

The successful applicant must possess the ability and desire to learn new technologies and tools. Any applicant to the position must be highly motivated and capable of taking on tasks and completing them independently and in the required time frame. The ability to lead and participate in teams is also required.

 

Applicant must be a permanent U.S. resident who is willing to relocate at own expense to the greater Philadelphia area in order to fulfill this position.

 



ESSENTIAL DUTIES AND RESPONSIBILITIES



include the following. Other duties may be assigned.

 



?  Answers, evaluates, and prioritizes incoming telephone, voice mail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. 

 

?  Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.

 

?  Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.

 

?  Logs and tracks calls using problem management database, and maintains history records and related problem documentation.

 

?  Consults with programmers to explain software errors or to recommend changes to programs.

 

?  Assists support staff with higher-level issues and inquiries.

 

?  Handles customer problems that appear to arise from the use of the product for sensitive accounts.

 

?  Prepares standard statistical reports, such as help desk incident reports.

 

?  Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.

 

?  Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.

 

?  Assists the Quality Control Department as needed.

 

?  Assists the Training Department in the development of training materials and procedures, including developing materials such as exercises and visual displays.

 

?  Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training.

 

?  Meets or exceeds the goals listed on the Company?s Key Results Plans.

 

QUALIFICATIONS AND EXPERIENCE

 Bachelor?s degree or equivalent from a four-year college or university.

 2 years of software support experience using CRM package.

 Working knowledge of Windows operating systems.

 Strong analytical and problem solving skills.

 Proficiency in Microsoft Word is required.

 Ability to multi-task in a fast-paced, customer driven environment.

 Ability to effectively communicate, both verbally and in writing.

 Self-starter who is able to work independently and as part of a team.

 

 

Gravic, Inc. is an equal opportunity employer.

Reference ID: JD 3.1.2.1.2.1