Job Description
| Altec is a leading provider of Integrated Document Management (IDM) solutions to midmarket companies For more than 25 years Altec has provided a wide range of accountingcentric paper to paperless solutions including its flagship product doclinkTrademark which enables companies to capture archive workflow and route structured and unstructured documents to customers employees and vendors Altecrsquos comprehensive solutions include IDM output management MICR check disbursement and paper documents that serve more than 13000 customers worldwide Job Title Customer Support Analyst Department Technical Support Status Full time Compensation Base Benefits Medical Dental Vision 401K with company match Location Tacoma WA Work Experience 1+ years We are looking for a Customer Support Analyst (CSA) to provide Tier 1 (first contact) technical application support for customers resellers partners and employees The CSA is responsible for responding to customer inquiries in a timely manner logging incoming calls into CRM documenting issue details resolving cases if possible and escalating cases appropriately when resolution is not possible Responsibilities First point of contact for all customer support issues covering a wide array of products Provide clear and effective verbal and written instructions for quick issue resolution Effectively manage multiple cases with competing priorities Provide excellent customer service with tact and diplomacy over the phone via email and using remote desktop control applications Manage time appropriately to ensure that productivity standards are met on a regular basis while sustaining a high level of quality Acquire and maintain current knowledge of existing and older product offerings in order to support customer environments and configurations Understanding and promotion of Companyrsquos customer intimacy strategy in all aspects of the position Other duties as assigned base on company needs candidates strengths and experience May include creating end user documentation providing end user administrator and technical support staff training remote system installation and configuration remote upgrades network monitoring and troubleshooting SQL scripting and automation using custom SQL queries Qualifications Technical degree (BS) plus 1 year technical support experience Strong analytical and problem solving skills Attention to detail with strong organizational skills Ability to prioritize effectively and to perform proactively In addition experience in one or more of the following areas required Experienceknowledge of MS SQL Server and SQL scripting Knowledge of HTML JavaScript XML and Web applications and Web services Strong demonstrated experience with multiple OS platforms including Windows Server 2008 and Windows 7 Handson experience with one or more network and routing protocols Working knowledge of Citrix or Terminal Services Technical writing experience creating end user documentation training material installation guides and online help (familiarity with RoboHelp a plus) Handson experience with Applications a major plus (Epicor DynamicsGP DynamicsSL DynamicsAX Sage 100 (MAS90200) Sage 300 (AccPac) Sage 500 (MAS500) SAP Business One) To be considered please submit your resume and salary history to recruitingmanageraltecinccom mailtorecruitingmanageraltecinccom List the job title in the subject line Altec is an equal opportunity employer We will conduct background screening on final candidates We are currently not using the assistance of Staffing Agencies |
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