Technical Support Analyst
Support Services - Chelmsford/Westford, MA
E-mail contact: KewillAmericasCareers@kewill.com
The Technical Support Analyst is a member of Kewill’s Customer Support Group (CSG), our first-line support group, which is responsible for working with Kewill customers to manage and resolve incidents and issues relating to our shipping products and integration tools. Activities surround issue diagnosis and troubleshooting, incident management, and other activities. The analyst will use strong problem-solving skills, combined with excellent communication and customer focus, to maintain high levels of customer satisfaction. Kewill’s support center operates from 8 a.m. to 8 p.m. EST.
Primary Responsibilities
- Respond to contact from customers, via phone, email and other electronic communication.
- Effectively interact with customers of all ability levels to understand the customers request and rapidly assess severity level.
- Define, research, and resolve customer issues in a timely accurate manner, routing non-technical issues to appropriate Kewill personnel using approved business processes.
- Provides timely updates to the customer, coworkers, and management on the status of outstanding issues.
- Maintain status of issues in a call-tracking system and performs appropriate follow-up on escalated issues.
- Documents complex issue resolutions for both the customer and internal reference, following the appropriate support process.
- Serves as a subject matter expert (SME) and reviewer in the development of documentation and training materials.
- Conveys customer feedback to appropriate business areas such as Marketing, Product Management and Development.
Requirements
- Associate's degree in computer science or related field.
- Minimum of 2 years experience working in a technical call center environment.
- Excellent communication skills, including oral and written. Clear demonstration of ability to build effective and satisfying customer relationships.
- Industry certifications, MCP, MCSA, MCSE, A+, Network+ or Server+ helpful.
- Familiarity with shipping automation software or the transportation industry is a plus.
- Working knowledge of the following technologies:
- Microsoft operating systems
- Microsoft Office Suite
- Internet and networking technologies
- Databases and database management systems (SQL, MySQL, Oracle)
- Familiarity with a programming language (VB or C++)
This position will be based initially in Marlborough, MA; it will be based in the Chelmsford/Westford, MA area when we move to our new facility towards the end of 2008.
JOB CODE: TSA/KEW