Technical Analyst - (GS10232)

A. Summary: Provides first and second level support for customer cases directly contacted by customer, the sales department, supervisors, or another Customer Services Organization group.

B. Essential Duties and Responsibilities:
1. Perform duties under limited supervision.
2. Receive incoming calls from customers and answer technical calls through diagnosis and discussion of the particular problem.
3. Precisely record all problems in call tracking system in an efficient manner.
4. Responsible for ensuring the timely process through which problems of a moderate complexity level are controlled and corrected. Will refer more difficult issues to Sr. Technician as needed.
5. Support users by exercising good judgment regarding the urgency of their concerns or questions, through the use of effective problem resolution, recognition and research methods. Provide follow up steps to assure that requests have been satisfactorily met.
6. Assist with development and maintenance of the corporate knowledge base used for problem resolution.
7. Recommend and documents potential customer candidates for training.
8. Attend Trade Shows or Conferences as required for the position.
9. Perform assigned tasks in a professional manner. Maintain a positive attitude, accept tasks with enthusiasm, and offer positive comments.
10. Attend internal and external training as required/needed on products used internally and supported to customers.
11. Availability to work overtime as needed.
12. Other duties as assigned by Support Management.
13. Complete at least one core product and two additional modules within first 24 months of employment.

C. Supervisory Responsibilities: None

D. Education and/or Experience: 12-18 months of Customer Service experience. Minimum 12-24 months Technical help desk experience. High School Diploma/GED required.

E. Computer Skills: Advanced knowledge of personal computer operating systems. Advanced knowledge of Microsoft Windows software conventions. General knowledge of server operating systems. General knowledge of MS SQL Server. General knowledge of ODBC.

F. Competencies (Skills):
1. Communicates thoughts and information in a professional and educated manner.
2. Must be attentive and show interest in communication received from others. Must also show concern for the problems and schedules of others and provide meaningful assistance.
3. Experience and understanding of Database information.
4. Excellent Customer Service Skills
5. Ability to isolate and resolve complex technical issues
6. Strong documentation skills

G. Physical Demands/Work Environment:
Ability to manage stress involved with high call volumes and changing priorities
Ability to work overtime and provide 24 hr on call support

We are proud to be an EEO/AA employer M/F/D/V.



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