Position Overview :
The Technical Support Analyst provides product and technical support to Follett's customers, answering complex questions on function and usage of our products via telephone or email.
Serves as primary liaison between company and customer. Possesses excellent knowledge of company products used by customers and associated technologies.
Operates under general supervision. The role is integral to exceeding our customer's expectations by creating a positive experience with each customer interaction.
Responsibilities :
- Resolves clients' questions or problems over the telephone, email and / or Internet in the areas of system configurations / setup, product functionality and bugs / enhancements.
- Serves as primary technical support liaison between company and customer.
- Keeps customer informed of how and when problems are resolved.
- Involved in any additional follow up, testing and troubleshooting.
- Responsible for appropriate referral to other support and quality assurance areas.
- Ensures a positive, high quality professional service-oriented relationship with the customer by complying with all technical support policies and procedures.
- Conveys customer feedback to Technical Support Team Lead.
- Work within a team environment to facilitate constant improvements on application and technical resolutions, support team processes and procedures improvements and technical tool(s) improvements.
- Participates in internal projects as required.
Qualifications :
- Strong interpersonal communication skills and telephone etiquette
- Strong business / technical verbal and written communication skills
- Experience in a call center environment
- Excellent problem solving skills
- Ability to analyze issues and use sound judgement
- Excellent time management skills including ability to prioritize and re-prioritize ticket workload environment
- Intermediate to strong knowledge of XML and Jasper reports.
- Experience with relational databases
- Ability to work well independently or in a team environment
- Strong leadership and organizational skills
- 2 years with a Student Information System
- Experience with ticketing systems for incident tracking, documentation
- Continual process Improvement mindset
- 3-5 years of experience preferred
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