Technical Support Analyst (USA - Cary)

Job Title: Technical Support Analyst
Department: Client Services 
Reporting to: Client Services Director
Contract Type: Permanent 
Date: August 1, 2016
Contact: recruitment@kerridgecs.com

 

Company and Department Information

Dancik International is the market leader in developing and delivering fully integrated business management solutions for flooring retailers, wholesalers and suppliers. Our mission is simple: to design, implement and support high performance systems enabling our customers to source effectively, stock efficiently, sell profitably and service competitively.

The Client Services Department provides customers with a wide variety of other services including the installation of new software, consulting and customer training.

Role Summary

The Technical Support Analyst’s main duties will be to:

  • Assist customers with problems and queries relating to the system software after they have gone live
  • Accurately resolve problems by using, analytical, technical and programming skills following programming guidelines
  • Ensure that all customers receive an efficient, professional high quality Support Service in accordance with the Service Level Agreement
  • Project a professional image at all times and to build up and develop good relationships with Customers and other Dancik Departments. The role involves working as part of a team to ensure that the required level of service is maintained at all times. 

 

Main Duties and Responsibilities:

  • Pro-actively take ownership of a wide variety of calls and problems
  • Ensuring all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement
  • Accurately investigating, identifying and rectifying both the causes and the symptoms of problems
  • Escalating calls and seeking advice when appropriate
  • Regularly updating customers regarding the status of their calls
  • Alerting senior personnel and/or any of the other Support Managers as necessary regarding any sensitive customer issues
  • Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
  • Continually and pro-actively acquiring and retaining knowledge of products and systems
  • Pro-actively using the Intranet to share knowledge
  • Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with their Manager
  • Following and applying the standard Commercial Software Support Procedures and Practices
  • Undertaking any other projects as required by their Manager or the Service Management Director

 

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