Technical Support Specialist Job in Irving 75038, Texas US

Our client is seeking a Technical Support Specialist to join their team.  The selected person will be responsible for dealing with external clients. This would include supporting our client's proprietary system and peforming presentations on new features and benefits.  Additionally, they would like someone with good SQL writing skills (basic) and some Crystal Reports experience. 

This position will require international travel. Primarily to London, England.

If you have the following skills, we look forward to reviewing your resume.

·        Field incoming help requests from end users via telephone and email in a courteous manner.

·        For each instance record all pertinent end user identification information, including name, company, contact information and nature of problem or issue.

·        Maintain an end-user support database (in Clear Quest), recording all necessary information on client and individual installation details.

·        Prioritize and schedule actions to solve problems within agreed Service Level Agreements (SLA’s), escalating when required to the appropriately experienced Support Specialist.

·        Troubleshoot and resolve operational issues for end-users.

·        Assist with end user questions or general inquires.

·        Record, track and document the each step of the problem solving process on a centrally based call logging system (Clear Quest).  This should include all successful and unsuccessful decisions made, and actions taken through to final resolution.

·        Deliver required service levels according to company policies and client agreements.

·        Conducting full release testing of the product, with supporting documentation, prior to release to the field.

·        Access software updates, drivers, knowledge bases and frequently asked questions to aid in problem resolution.

·        Become and maintain an expert level of knowledge in the ECM™ software applications. Training and resources will be provided.

·        Liaise with, and provide training and support to, external end user clients and staff on ECM™ software usage and operation via verbal or written communications.

·        Verify any software patches released from Level 3, to ensure problem has been adequately resolved, prior to end user distribution.

·        Perform post-resolution follow-ups to help requests and regular customer satisfaction calls. Deliver to the client a report covering the issue, steps to resolve and the final fix (8D Report).

·        Evaluate documented resolutions and analyze trends for ways to prevent future problems.

·        Develop help sheets and frequently asked question lists for end users.

·        Review end user training materials and documentation and keep them up to date.

·        Work with internal release management to keep apprised of changes and upcoming developments in the CPS software applications.

·        Install, configure, test, maintain, monitor and troubleshoot test lab; ECM™ software, hardware, networked peripheral devices and networking hardware products.

·        Install, configure, test, maintain, monitor and troubleshoot sales demonstration; ECM™ software, hardware, networked peripheral devices and networking hardware products.

·        Recommend, schedule and perform hardware and peripheral equipment improvements, upgrades and repairs.

·        Develop and maintain an inventory of both internal hardware and software licenses used in the test laboratory.