Diagnose, troubleshoot, repair, and debug software, network systems, and hardware for customers using a specialized retail accounting software application in a call center environment.
Requirements
- Strong understanding and/or experience with computerized accounting systems.
- Proficiency with Microsoft Excel and Word.
- Good technical knowledge of Microsoft Windows, computers, and general networking.
- Knowledge of Microsoft SQL, ERP applications or analytical tools.
- Database administration, installation, and configuration experience.
Responsibilities
- Confers with customers via phone, email or chat to diagnose technical and/or system problem troubleshoot, repair and test solutions. Fully documents and escalates if necessary.
- Follows procedures to troubleshoot client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.
- Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer-centric interpersonal skills and providing technical product knowledge.
- Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.
- Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension, and integration of products.
- Contributes and uses department's knowledge base articles and FAQ's.
Other
- 3+ years applicable experience and demonstrated success/knowledge.
- Industry knowledge/experience.
- Very good communication and problem-solving skills.
- Customer experience skills.
- Ability to work during regular business hours from 5:30AM to 5PM pacific time.
