Implementation Engineer GlobalScholar
THIS JOB HAS EXPIRED Description:
We are looking for a Customer Support Rep to provide software technical support from our Support Department. This position will be located in the Gwinnett County area in Georgia.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Advanced support and troubleshooting ability to support the product suite of solutions
Ability to navigate solutions based on customer and Ed Specialist requests and determining the best course of action
Assessment of product functions and determining the issue and assisting with the training, detail, documentation and resolution
Provide status updates to Implementation Manager during the installation
Participating in weekly customer conference calls with Implementation Manager and customer
Providing feedback to Team Leader for
o bugs and product enhancements
o process improvements
o documentation improvements
Conducting post-installation training to improve customers knowledge and use of the solution
Completing customer readiness checklist
Contributing to a positive and team oriented work environment
Strong communication and documentation skills to assist GS and customer in moving forward with:
Support and development strategy
Resolves clients application questions or problems over the telephone in the areas of system configuration/setup, and product functionality. This includes appropriate troubleshooting and problem resolution.
Participates in internal projects as required by management. This includes projects such as network administration, interdepartmental projects, communications, user conference workshops, etc.
Performs all administration duties related to daily operations.
Coordinate the resolution of customer support issues with other departments within the organization.
Update, monitor and close tickets in our Customer Support Tracking System.
Other related duties as appropriate and required by your supervisor.
Solid Understanding of the following:
Pinnacle GB/SIS software installation
Configure & run imports
Configure attendance and grade exports
SSO setup between PCA
Configuring the integration schedule
Must have experience troubleshooting PC hardware/software and Window operating systems issues. Several years of hands-on technical experience with installation and service of verifiable related computer and Wan based components.
High degree of reliability
Assertive, self-motivated and proactive
Demonstrated focus on customer service
Flexible working schedule
Comfortable being in front of a customer solving complex technical issues
Must be willing to travel 20 of the time
Ability to manage the process from fact-finding to resolution effectively.
Excellent communication skills: interpersonal, verbal and written (documentation).
Ability to multi-task efficiently, working on technical projects while providing excellent customer support.
Positive work ethic: enthusiasm, can-do attitude, and a strong customer service focus.
||10900 NE 4th Street |
Bellevue, WA 98004
THIS JOB HAS EXPIRED