TECHNICAL SUPPORT ANALYST Newmarket International
Newmarket International?s award winning Technical Assistance Center offers first line support to its worldwide customer base in the hospitality industry. This position provides first line call center support for customers utilizing our industry leading sales and catering software solutions. The first priority of the support team is to help every customer be more successful in using our products.
The ideal candidate will possess an equal amount of technical experience as well as customer service experience.
The applicant must have a strong knowledge of computers, Microsoft operating systems, and networks.
Strong communication, customer service, problem solving, time management and team building skills are essential.
The applicant should be highly motivated and demonstrate the ability to work in a team environment and independently.
One to two years of experience within a call center/help desk environment, supporting software products or related technical training/experience as well as hospitality experience is desirable.
PRINCIPAL JOB DUTIES AND RESPONSIBILITIES
Provide frontline support to Newmarket International customers.
Escalate unresolved issues to a Technical Support Specialists in accordance with support escalation procedures.
Communicate and document known resolutions to problems or issues.
Maintain the highest level of client satisfaction.
Document all client-related issues in an easy to understand narrative format into a computerized tracking system.
Maintain technical knowledge of all supported Newmarket International products through internal training and hands on experience.
Specialize in one or more Newmarket International products or supporting technologies.
Assist in identifying technical needs, technology improvements and general areas needing improvement within the department.
Keep team members, management, clients and Newmarket International personnel informed of client issues.
Maintain a professional demeanor in the office and when interacting with clients.
Other duties as assigned.
||75 New Hampshire Avenue |
Portsmouth, NH 03801