Job Description

Technical Support Specialist The Technical Support Specialist serves as an important primary support liaison between the company and the customer and is responsible for resolving customer-related software issues associated with the use of Viewpoint\'s construction accounting and project management software, as well as other point solutions. Essential Duties & Responsibilities Answering support phone calls and chats (and other interaction types). Providing remote Technical support direct to our clients. Developing Knowledge Base articles to document troubleshooting steps and common solutions to frequent calls for use by customers and peers. Assisting customers with use of Viewpoint software core products and point-solutions: E.g. Jobpac, Vista, Viewpoint for Projects, Field View and TEAM.. Monitoring, tracking, and documenting customer support calls and related activities in the Netsuite system. Monitoring support requests and analysing reports taking preventative action to ensure service levels are met. Updating Support Incident Management System with progress of issues and producing regular status reports. Following up on issue priority, status and target resolution dates Keeping clients up to date with status of Cases including individual client case management. Assisting other departments with application issues and development of the software. Competencies Demonstrated ability to empathize with customers, actively listen ability to always defuse situations rather than intensify one. Excellent problem-solving skills, a strong customer-service orientation and commitment to ensuring timely, quality solutions to customer issues. Demonstrates excellent written and verbal communication skills. Listens effectively, transmits information accurately and understandably, and actively seeks feedback. Effectively presents and explains information to various group s and levels of knowledge. Demonstrates professionalism, discretion, and good judgment in all interactions with co-workers, and customers. Handles confidential and sensitive information and records with a high degree of discretion, diligence and good judgment. Ability to quickly develop and maintain a high level of knowledge of Viewpoint software products and remain expert on current product knowledge both from an internal and from a user perspective. Ability to understand technical concepts and communicate them clearly to individuals with varied backgrounds and skill levels. Demonstrates accuracy and thoroughness and monitors own work to ensure quality, presents numerical data effectively, and able to read and interpret written information. Well-organized, self-directed team player. Remains open to others\' ideas, and exhibits willingness to try new things. Prioritises and plans work activities, uses time efficiently and develops realistic action plans. Consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance. Qualifications Job Levels: Entry - Basic skills with moderate proficiency. Typically requires up to 3 years relevant experience to meet knowledge and proficiency standards. Required: Qualification in Business, Accounting or IT. Work experience in a customer service role supporting applications. Ability to work within the coverage requirements of the Customer Support department, including on-call rotation or later shifts. Preferred: IT knowledge through study and/or experience. Knowledge of accounting concepts through study and/or experience. Construction industry experience, particularly in construction accounting and/or project management is desirable. Experience creating and editing user documentation Any exposure to IBM AS/400 or i-Series is a plus. Type 40 WPM or better ITIL knowledge Working Conditions Work takes place in an office setting. High stress levels may occur. This is a coverage position that requires the ability to maintain a predictable and full-time work schedule. The ability to sit and work at a keyboard for extended periods of time and communicate with team members by phone, computer, and video teleconferencing is required. Reports to:Sr.Manager, Support Business Assignment:Viewpoint Construction Software Direct Reports:None Budget Accountability:None FLSA Classification:Non-Exempt Schedule:Full Time

Monster