Technical Support Representative

Technical Support Representative
REMOTE
9+ Month Contract
Pay; $25-27 per hour

100% remote 9am-6pm EST

The role is a junior role where they would be required to learn our software, so we are looking for a candidate with a willingness to learn something new. With this in mind, we would like to aim for recent graduates with a degree in either: - Computer Science - Information Systems - Management Information Systems - Business and Technology And Experience (0-4 years): - Customer Support - Data Analysis - Systems Analyst - NOT in HELPDESK SUPPORT - NOT in Cybersecurity - NOT in Hardware Support
Slight update to candidate pool we are looking for: The role is a junior role where they would be required to learn our software, so we are looking for a candidate with a willingness to learn something new. With this in mind, we would like to aim for recent graduates with a degree in either: - Computer Science - Information Systems - Management Information Systems - Business and Technology And Experience (0-4 years): - Customer Support - Data Analysis - Systems Analyst - NOT in HELPDESK SUPPORT - NOT in Cybersecurity - NOT in Hardware Support

Manager is not looking for High level IT Techs: Most of the candidates are technical people with too much experience in those areas. Ideally, candidates are 2-7 years experience and without being a technical background. We will need to train the person, so we are looking for someone who wants to learn something new and isn't already established in their knowledge, especially if they are very technical. Most look like they are IT professionals who work on the backend of applications

Bachelors degree required
Spanish and/or French are highly preferred for this role most of the candidates are technical people with too much experience in those areas. Ideally, candidates are 2-7 years experience and without being a technical background. We will need to train the person, so we are looking for someone who wants to learn something new and isn't already established in their knowledge, especially if they are very technical. Most look like they are IT professionals who work on the backend of applications. Keywords that stand out in declining are: - TCP/IP - Hardware - Networking - SOAP - API - Firewall - Security - Active Directory - VPN Previous Roles that stand out: - Network Technician - Helpdesk support - Tech Support

Description/Comment: As a Customer Service Technical Specialist (Functional Application Support) you are responsible for the support and maintenance for CCH Tagetik CPM customers. You will take on a more prominent role in supporting customers with various functional issues for the CCH Tagetik CPM Software. Building on your foundational skills, you will assist with more complex troubleshooting and contribute to project-based improvements. Your contributions will help in refining our support processes and enhancing customer satisfaction

Essential Duties and Responsibilities

• You are responsible for the support and maintenance for CCH Tagetik CPM customers

• Contribute to provide level 1 support on enterprise-wide CCH Tagetik software solutions for small and large companies in compliance with best practices and processes

• Directly responsible for the management of a support queue, the qualification and tracking of client requests and provision of solutions within the expected response time applicable to the client

• Acts as the primary response to incoming tickets in a timely manner and obtain as much relevant information to fill gaps in each case

• Interacts with customer and understands the client business process

• Resolve moderately complex technical and product related issues reported by users via e-mail, telephone, and remote access, under guidance of established policies and procedures

• Test and identify defects by documenting in the tracking system for the attention of the development team, may provide informal guidance to new team members

• Finally, do what it takes to have a happy customer
Support & Maintenance

• Provide Level 1/Level 2 support to clients

• Follow up on maintenance of client software

• Qualify and provide solutions to defects raised by clients

• Comply with Service Level Agreements defined with the clients

• Provide rigorous and timely updates to client requests

• Strive to reduce response time for support issues

• Analyze and troubleshoot functional cases to understand steps to resolve the issue

• Deliver quality work

• Maintain documentation

• Provide additional support services for premium clients

• Develop, maintain and optimize the interactions between all the internal parties at CCH Tagetik

• Share best practice recommendations with customers, ensuring an optimal use of the software

• Manage customer expectations throughout the support period

• Comply with support processes and best practices

• Develop an image of a service of great quality and value with clients

• Ensure customer satisfaction and enhance relationship management

• Liaise with internal escalation, development, and functional teams for issue resolution, explain complex information to others

• Understand key business drivers and build knowledge of the company, processes, and customers

• Communicate with team members to escalate high priority cases

• Document all relevant steps taken to understand the resolution of issues

• Relays issues and improvements back to the development team.