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Technical Support Specialist job

ECi Software Solutions jobs

Company

Salary

Skills

Company Description

ECi Software Solutions is a software firm that provides cloud-based business software. The firm offers enterprise resource planning software, business management software, e-commerce, and other IT services. ECi Software Solutions specializes in technology and software solutions for entrepreneurs in the building & construction, manufacturing, field service, and distribution vertical markets. The company supports the entrepreneurial spirit and profitable growth of businesses. ECi Software Solutions was founded in 1999, and its headquarter is based in Fort Worth, Texas, United States. The firm provides competitive healthcare benefits and other perks to its employees.

Job Description



The ECi Software Solutions family of companies provides business and e-commerce solutions, offering on-premise and cloud-based technologies. For 30+ years, ECi companies have served the manufacturing, office supplies, service technology, contract office furniture, lumber and building materials, hardware and jan/san sectors. We are industry experts supporting the entrepreneurial spirit and profitable growth of small and medium size enterprises. At ECi, our passion is to make your business stronger than it was the day before. We want you to be able to say I win every day!

To apply for this position, please attach a detailed resume that demonstrates your qualifications and skill set pertaining to this position. Applications without a resume will not be considered.

As a Technical Support Specialist for our team you will be supporting small to medium-sized entrepreneurs using our ERP solutions. We are searching for an outgoing, energetic, and motivated customer support professional to join our team!

The Technical Support Specialist will receive customer requests and respond to questions and issues arising from their use of ECi software. This position will be responsible for troubleshooting and documenting customer issues and ensuring a timely resolution to customer request for assistance.

Responsibilities:

  • Act as a Subject Matter Expert for products they support, with deep technical knowledge of the applications and their intended use.

  • Diagnosis and verify environmental (network/hardware/operating system) issues as it relates to the supported product.

  • Serves as an escalation point for other members of the support team to diagnosis and resolve complex system issues.

  • Documents and confirms suspected software defects and product requests. Provides detailed test cases and results to the Product Management/Engineering team for resolution.

  • Acting as a technical and knowledge resource for internal teams such as Development, Quality Assurance, Product Management, and Professional Services.

  • Act as liaison to other internal teams and advocate for customer product concerns. Provide input and prioritization of reporting defects and enhancement requests. Address supportability concerns related to product functionality.

  • Acts as the Support Readiness facilitator including arranging appropriate training, documentation, and other support preparedness activities.

  • Reviews top call drivers and recommends changes to product, training, and support offerings.

  • Technical documentation resource and reviewer of Knowledge Base articles and documentation.

  • Consults with third party partners on technical matters.

  • Work self-sufficiently, requiring little direction.

  • Respond to customer requests for technical support on complex software issues.

  • Act as a Product Support Specialist escalation point

  • Reviews and contributes to the Knowledge Base

  • Provide timely follow-up to customers

  • Provide thorough and complete case notes and test cases related to customer issues

  • Stay current on evolving product functionality and new releases

  • Attend support related technical meetings providing all defect related requested information and disseminating any applicable information to the support group.

Knowledge, Skills, Ability, Education & Experience:

  • Bachelors Degree in applicable field or 3-5 years of relevant experience preferred

  • Service oriented focus and ability to work as part of a fast paced, high performance team

  • Strong communication, interpersonal, and technical skills required

  • Ability to handle multiple assignments, prioritize tasks, and meet demanding deadlines

  • Strong organizational skills

  • Excellent decision making, analytical, and customer services skills.

  • Database maintenance, troubleshooting, and familiarity

  • Experience interfacing with Development teams from Support

  • Rapidly learns new technology and keeps updated with changes in the platform



In addition to our competitive salary and award winning culture, we offer an excellent benefit package. We even offer our employees a day off to serve their community! Our company core values are our CODE: Crave Greatness, Own the Outcome, Deliver Awesome and Embrace Community.

Other details
  • Pay Type Hourly
  • Travel Required No
Estimated annual salary
$43,166
average
Minimum
$32,553
Maximum
$52,189

TASKS

  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Oversee the daily performance of computer systems.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

SKILLS

  • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
  • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • WritingCommunicating effectively in writing as appropriate for the needs of the audience.
  • SpeakingTalking to others to convey information effectively.

KNOWLEDGE

  • Customer and Personal ServiceKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Computers and ElectronicsKnowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  • Engineering and TechnologyKnowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.
  • English LanguageKnowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

ECi Software Solutions

Type

Company - Private

Size

Medium

Revenue

$100M to $500M

Founded

1999

CEO

Ron Books

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