Customer Support Analyst I

Sage SalesLogix Customer Support needs a bright, energetic self-starter with excellent problem-solving skills to provide accurate and prompt technical and functional software support to qualified customers through telephone and email channels.

Responsibilities

? Research and independently resolve all Level 1 calls and emails. Demonstrate the ability to begin resolving increasingly complex Level 2 issues as experience increases.

? Log into incoming phone queue(s) or support email boxes as assigned and be available to take calls or emails during designated hours.

? Validate customer?s eligibility prior to providing technical support.

? Ensure that established call-handling or email-handling procedures are followed at all times.

? Search knowledge base for answers prior to escalation, and encourage customers to use knowledge base at every opportunity.

? Ensure that accurate and complete call notes are recorded for every call or email handled following established procedures.

? Ensure that any open calls or emails you own are followed up on/closed within the designated period of time.

? Demonstrate the ability to escalate calls or emails appropriately in a timely manner following established procedures. 

? Follow up to ensure that any calls or emails you escalate to management are handled/closed within designated timeframes.

? Communicate suspected code or documentation defects to Customer Support Manager following established procedures.

? Acquire and maintain knowledge of SalesLogix products, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users quickly.

? Spend at least one hour per week developing question/answer information for Knowledge Base.

? Attend training sessions offered within the group and assist in training new personnel who join the department as required.

? Participate in team projects that enhance the quality or efficiency of department as assigned.

? Adhere to established departmental procedures at all times.

Contacts

This position has frequent contact with customers, Business Partners, peers, and all levels of SalesLogix management and personnel. The position may also interface with independent vendors on occasion.

Required Education and Experience

The ideal candidate will have the following education and experience:

? A four-year technical degree or the equivalent in work experience

? Six to 12 months of related work experience in a technical position, preferably in a technical support capacity

? Six to 12 months experience with some or all of the following technologies:

o  Relational databases (preferably SQL Server, Interbase and Oracle)

o  Applications running under multiple operating systems (preferably Win 98/XP, NT, 2000)

o  Client server technology

o  Internet applications

o  Network connectivity and communication protocols, such as TCP/IP and FTP

? Previous experience with SalesLogix products or other CRM software a plus

Required Skills

The ideal candidate will have the following skills:

? Excellent verbal and written communication skills

? Excellent customer service attitude

? Ability to form effective interpersonal relationships with others at various levels of technical expertise

? Ability to quickly learn and comprehend ever-changing technology

? Ability to effectively juggle multiple tasks and priorities

? Effective problem-solving skills

? Ability to work effectively in a dynamic, team-oriented environment

? Self-starting and self-motivating

? High level of ownership and accountability

? Ability to follow through on open issues and successfully close them