Customer Support Specialist Sparta Systems
THIS JOB HAS EXPIRED Overview:
As the leader in Enterprise Quality Management Solutions, Sparta Systems created TrackWise quality management software. As the industry-leading solution for global quality and compliance management, TrackWise is a web based software application to assist companies? quality and compliance issues across the enterprise by reducing risk and liability, streamlining operations for local and global efficiency gains. For the past 15 years, Sparta Systems have been pioneers in highly regulated industries, as demonstrated by the adoption of TrackWise by the top pharmaceutical and biotechnology companies, medical device manufacturers, CROs and food and beverage manufacturers, maintaining a 98 percent customer retention/renewal rate. The company offers its customers a complete solution for global quality management needs, including the onsite solutions delivery support required throughout the project lifecycle.
Provide 1st Tier enterprise software support and business needs assessment for issues received via our support line or support E-mail for TrackWise Products. Technical support will be provided to commercial and internal users with previous training on the TrackWise suite of products.?
--Our proprietary software has been implemented at client sites globally. This is not a Customer Service, Call Center, Help Desk or Desk side role. The only similarity to the Help Desk model are the Tier I, II and III levels of escalation. We are only seeking individuals who have provided support for enterprise software.--
Duties and Responsibilities:
Provide technical guidance including analysis, reproduction, and general troubleshooting for issues received from both internal and external customers.
Analyze the business needs of both internal and external customers to determine the best approach and the prioritization of resolving their technical issues.
Escalate unresolved customer issues following established documented escalation protocols.
Provide status updates in a timely matter to internal and external customers on all issues reported.
Bachelor?s degree in business, computer science, information systems or related major. An additional four years of direct experience is required for candidates that do not possess a bachelor?s degree
Minimum of two (2) years software technical support experience.
Minimum of two (2) years? experience or commensurate education with SQL and DBMS systems such as MSSQL and Oracle.
Knowledge, Skills and Abilities:
Experience with other tracking software systems, document management systems or other quality management software applications are preferred.
Knowledge of Java is preferred.
Excellent communication skills, including writing, proof reading skills and speaking.
Excellent interpersonal skills in person, email and by phone, with a high degree of professionalism
Excellent organizational skills, attention to detail, and ability to multi-task
Ability to manage multiple projects and work assignments concurrently.
Ability to accomplish projects with little supervision.
Ability to work in a team environment where coordination of efforts and communication is a priority.
Take an active role with our client base, e.g., must be comfortable in speaking with technically fluent administrators in major industries and able to identify and gather information required for troubleshooting.
Excellent analytical and logical skills.
||Holmdel Corporate Plaza |
2137 Highway 35
Holmdel, NJ 07733
THIS JOB HAS EXPIRED