Job Details

(80%) Customer Support

· Responsible for providing quality application and technical support via online support tools and telephone

· Set up the appropriate test environment based on a customer's system specification.

· Complete and maintain required product certifications on current and new applications and technologies

· Manage assigned cases in order to meet service levels as defined in the Support Operations Handbook

· Responsible for all customer interactions/communications related to support cases

· Responsible for being the S & D liaison between customer and Product Development

· Provide language translation when necessary

· Demonstrate excellent verbal and written skills (e.g., case notes, bug reports, knowledge base articles, etc.)

· Develop, demonstrate and maintain the skills necessary to do analysis of products that may include human resources, manufacturing, logistics, procurement, distribution, financials, web technologies and other underlying technologies such as operating systems and databases.

· Develop, demonstrate and maintain technical skills including troubleshooting, data analysis, code debugging, test scenario creation and testing

· Foster teamwork and collaboration across all teams

· Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs

· Identify possible improvements related to work processes and tools

(10%) Knowledge Base Maintenance

· Responsible for adding and maintaining knowledge base content

(10%) Other Duties

· Other duties as assigned by Lawson management