| Description | Develops and implements customer satisfaction through supporting them operate the company’s products. Analyzes customer reported problems and reports to appropriate channels problem areas in products. Delivers technical training to newly hired support staff and new hires in other departments who might require product training. Assists other departments within organization to prepare product descriptions, manuals, and technical publications. Works with development department in implementing new product features. Recommends new strategies and programs for customer support and satisfaction. Implements company’s software products onto computers and networks at customer site. Operates and observes software system functions to verify correct product/system operation. Responds to client inquiries concerning product operation and diagnoses system hardware, software, and operator problems. Recommends or performs minor remedial actions at customer side to correct problems related to software operation. Coordinates activities with help desk, network services, or other information systems groups. Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication. |
| Qualifications | Software implementation and consultation in SMEs Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Proficiency in English language is a must. Ability to to work with numbers. Ability to apply concepts of basic algebra and geometry. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Project Management - Spreadsheets – Word processors – Web browsers – Communications Software. |
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