Customer Support Analyst II - Athena Liaison Technologies

Local candidates only, no relocation assistance provided

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.
Responsibilities

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
Interviews 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
Handles problem recognition, research, isolation, resolution and follow-up for routine customer issues, as well as resolving more complex matters with programming staff
Logs and tracks calls using call system database, and maintains history records and related problem documentation
Consults with programmers to explain software errors or to recommend changes to programs
Occasionally tests Athena software programs to compare to specifications and current documentation
Coordinates testing by users and third parties, primarily in areas of AS2 setup and testing
Documents, tracks, and communicates analysis or unresolved issues using Liaison Knowledge Base, Incident Tracking database or Product Build Notes
Instructs customers or internal staff on Athena software or network processes via the telephone, on-site trainings, or in classroom situations
Prepares and presents various Athena training or educational presentations to customers or internal staff
Attends meetings as required and assumes responsibility for seeking information of any missed meeting
Other duties may be assigned

Preferred 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)
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 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
Experience working with at least one major ERP: (SAP /R3, BAAN, JDE, PeopleSoft, Oracle Financials)

Additional Required Skills

Communicates effectively via email and phone with global customers and staff
Ability to read, analyze, and interpret common technical journals, and documents using the English language
Ability to respond to common inquiries or complaints from customers, or members of the business community
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 deal with problems involving several concrete variables in standardized situations
Ability to multi task and manage multiple projects and priorities

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to reach with hands and arms. Specific vision abilities required by this job include close vision.
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