Job Details

Essential Duties and Responsibilities

80% Resolves clients' questions or problems over the telephone or Internet focusing on product functionality, operating environments and system configuration/setup.

· Serves as primary support liaison between company and customer and documents incidents in required tracking systems.

· Proactively keeps customer informed of how and when problems are resolved with focus on retention and reference ability.

· Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as Webex or Netmeeting.

· Able to handle high volume of issues and some challenging issues independently but is responsible for appropriate referral to other support analysts.

· Continues to develop application knowledge in specific product suite and operating environment and technologies; provides support of product installations.

10% 10% Conveys customer feedback to product development staff.

· Will liaise with Development and other depts., i.e. PSO, Finance, etc., to insure proper handling of customer issues.

· Participates in special projects and takes on special assignments and/or teaches other Analysts installation procedures, features of products, etc.

10% Promotes and maintains a high quality, professional, service-oriented company image among users and team.

· Assists less experienced Analyst and serves as a resource for others as needed.

· Contributes information to the Support knowledge base.

· Manages workload effectively following Global Support Procedures to ensure successful completion of tasks.

· Provides accurate accounting of work and time allocation.

Education, Knowledge and Skills

· Bachelor's degree in business or computer science or has experience in functional area i.e. Accounting/Finance.

· Experience on Expense Management applications (Infor or competitors) or equivalent financial management or Business intelligence software

· Possesses thorough knowledge of assigned product and working knowledge of other supported products or operating environments.

· Advanced problem solving and analytical skills.

· Possesses full understanding of industry practices as well as Global Support Procedures.

· Proficient writing, editing and communication skills.

· Strong interpersonal and customer service/orientation skills.

· Solid PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, product programming.

· Strong organizational skills required to ensure most effective and timely delivery of service to clients.

· Excellent understanding of Microsoft products: Microsoft Office

· Experience/knowledge in one or more of the following Database engines: SQL Server, Oracle and multi-dimensional databases.

Desirable Education, Experiences and Skills:

· Microsoft Certification (eg. MCSE, MCDBA, etc.)

· SharePoint, .Net Framework, IIS Web Service

· TSQL/PLSQL, Microsoft SQL Server, Oracle database, MS Access

· Java-based technologies, VB Script, HTML, XML

· business reporting (Crystal Reports, Cognos, Reporting Services, or related)

· Windows/Unix/Linux server administration and network concepts