Customer Support Analyst I Liaison Technologies

The Customer Support Analyst 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.
Responsibilities

Answers, evaluates, and prioritizes incoming telephone, e-mail, and chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies as it pertains to Liaison?s software
Consult with customers to collect information about issues and leads users through diagnostic procedures to determine source of error to aid in determining whether problem is caused by Liaison?s software, network traffic or by hardware
Handle problem recognition, research, isolation, resolution and follow-up for routine customer issues, as well as resolving more complex matters with programming staff
Consults with programmers to explain software errors or to recommend changes to programs
Logs and tracks calls using call system database, and maintains history records and related problem documentation
Document, track, and communicate analysis or unresolved issues
Provides input and maintenance of Liaison?s Knowledge Base (Confluence) articles for internal or external use
Prepare and present various trainings or educational presentations to customers or internal staff
Provide coverage for Support desk hours
Attends meetings as required
Other duties may be assigned

Technical Skills

Experience working with at least one major Operating Systems: (Unix, Linux, Microsoft Windows ? 2003, XP, Vista, 7, 2008, 2008 R2 Client or Server)
Understanding of EDI messages and how they are used in a modern company (training provided)
Basic understanding how encryption works (training provided)

Education

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

Location:	Carbondale, IL United States