Software Technical Support Representative

VictorSzalvay — Wed, 07 Nov 2007 16:26:32 -0600

Opening: Software Technical Support Representative (FTE)

Danube Technologies, Inc. is the developer and publisher of the industry leading ScrumWorks® project management system. This job opening pertains to a full time position as a Technical Support Representative and Systems Administrator handling customer support issues and internal server and desktop administration.

The Support Representative's primary function is to handle first response to all help requests submitted via phone, email, or through our online ticketing system. The Representative will attempt to resolve issues and if a resolution cannot be found, they are responsible for escalating the issue for further analysis. In addition, this position will create and maintain frequently asked questions and other help desk job aid documents.

Responsibilities:

Respond to end users support requests via email, chat, and telephone
Install, configure, test, maintain, monitor, and troubleshoot end user workstation software, hardware, and peripherals
Prioritize and schedule work requests with the appropriate staff member
Document support cases in CRM system, escalate cases according to escalation rules
Search for and identify appropriate solutions from solutions database
Identify and learn appropriate software and hardware used and supported by the organization
Liaise with third-party support and equipment vendors
Develop "How To" documentation and "Frequently Asked Questions" lists for end users
Provide training and support to staff on computer operation

Requirements:

College degree in computer science (or related) or five years equivalent work experience
Excellent technical knowledge of server platforms including Windows, Macintosh OS X, and Linux
Experience with desktop and server operating systems, including Windows 2000 Server/XP/Vista/2003 Server
Strong willingness to learn new technologies and processes
Customer Service skills to deal with branch personnel and external customers, able to work effectively across all levels of development, support and peers.
Strong written and verbal communication skills
Strong problems solving skills and follow-up skills

Desirable, but not required:

Experience supporting the JBoss Application server
Technology certifications highly desirable

Working Conditions and Physical Requirements:

Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
Occasional inspection of cables in floors and ceilings
Lifting and transporting of moderately heavy objects, such as computers and peripherals
Some travel may be required for the purpose of off-site software, hardware and system applications validation and evaluation

To learn more about Danube and ScrumWorks please visit: http://www.danube.com If this sounds like your cup of tea, please send your resume and introduction via email to:

In your introduction, please tell us why you're interested in working at Danube. No phone-calls please. We'll do our best to keep applicants in the loop as to where we're at in the process.

Danube Technologies, Inc. is an equal opportunity employer.

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Software Technical Support Representative