Customer Support Analyst - VAN Liaison Technologies

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 Network
Designs, develops, implements and maintains Hosted Solutions on Liaison?s Network in conjunction with the Professional Solutions Group (PSG)
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 Network or by hardware
Confers with personnel of organizational units involved to analyze current operational procedures, identify problems, and learn specific input and output requirements such as forms of data input, how data is to be summarized, and formats for reports
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
Coordinates testing by users and third parties, primarily in areas of AS2 setup and testing
Instructs customers or internal staff on software or network processes via the telephone, on-site trainings, or in classroom situations
Prepares and presents various trainings 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

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:	3157 Royal Drive Suite 200 Atlanta, GA 30022 United States