Customer Support Analyst Liaison Technologies
Local candidates only
The Customer Support Analyst will report to the Manager of Customer Support and will provide technical assistance, analysis and training to system users. He/she will investigate and resolve software and hardware issues by performing the following duties.
Answers, evaluates, and prioritizes incoming telephone, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies as it pertains to Liaison?s software
Provides input and maintenance of Liaison?s Knowledge Base articles for internal or external use
Engages with customers to collect information about user issues and provides direction and assistance through diagnostic procedures to remedy issues and identify root causes.
Confers with cross functional staff members to analyze current operational procedures, and learn specific input and output requirements for data input, summarization and reporting.
Handles problem recognition, research, isolation, resolution and follow-up for routine as well as complex customer issues. Seeks internal subject matter assistance as necessary.
Logs and tracks calls using call system database, and maintains history records and related problem documentation
Revise and test existing AS2 connections
Documents, tracks, and communicates analysis of unresolved issues using Liaison Knowledge Base and Incident Tracking database
Other duties as may be assigned
Preferred Technical Skills
Experience working with at least one major Operating System: (Unix, Microsoft Windows ? 2003, XP, Vista, 7, 2008, 2008 R2 Client or Server)
Experience working with at least one major Relational Database: (MSSQL, MySQL, Oracle)
Experience working with Network Infrastructures, Networking Technologies, Firewalls, Routers, Switches, Proxy Server, TCP/IP, LAN, WAN
Good understanding in principles and implementation of several of the following Communication Protocols: (E-mail (AS1), Http (AS2), FTPS (AS3), SMTP, SSL, ebXML, IMAP, JMS, BSC, Async, PGP, NAESB, VPN)
Understanding of structure and experience working with at least two Data Formats: (XML, XSLT, EDI, X12, EDIFACT, TRADACOMS, ODETTE, Flat File, UCCNET)
Experience working with Data Translation software supporting data mapping and transformation processes
Additional Required Skills
Communicates effectively via email and phone with global customers and staff
Ability to read, analyze, and interpret common technical journals
Ability to respond to common inquiries or issues from customers
Ability to document nature of inquiries and problems encountered
Ability to effectively present information to customers and peers
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
Ability to multitask and manage multiple projects and priorities
Bachelor's degree (B. S.) from four-year college or university; or four years related experience and/or training; or equivalent combination of education and experience. Recent/upcoming graduates are encouraged to apply.
||3157 Royal Drive |
Atlanta, GA 30022
Proven in production around the world, Liaison Technologies software and services readily scale across
heterogeneous enterprise environments, including legacy systems, and offer unified visibility for
improved analysis, decision support and operational efficiency.
Our solutions and support have established a new standard of quality for the industry, and are trusted
by the world's most demanding organizations to exchange and protect billions of payment card
transactions, all manner of sensitive and regulated data and business-critical file transfers.
Profitable Investors: Noro-Moseley Partners
, UPS Strategic Enterprise Fund All Jobs: at Liaison Technologies
|Headquarters:||3157 Royal Drive|
Atlanta, GA 30022
Support Liaison Technologies with Social Media services