Application Support Representative

Job purpose

The Application Support Technician uses advanced technical skills and deep Clockwise knowledge to create customizations and solve complex support problems for Clockwise customers. They also mentor less experienced Support Representatives and improve their ability to solve technical problems.

Duties and responsibilities

• Develop and maintain in-depth product knowledge on GHG's Clockwise and related products
• Work with customers to determine their unique requirements for reports and other product customizations
• Utilize advanced technical skills such as SQL scripting to customize the product experience for specific customers
• Troubleshoot, analyze, and solve as well as document complex customer issues.
• Replicate customer scenarios for configuration/environmental solutions and/or readying the issue for engineering review.
• Analyze customer configurations and think out of the box to resolve and/or find a work around or alternative solution.
• Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding the Clockwise application.
• Effectively communicate product issues to the customer and Clockwise engineering, enabling timely solution while maintaining customer satisfaction.
• Work with Clockwise developers to specify customization requirements that are too complex for scripting and require code changes to the product
• Assist less experienced Application Support Representatives in solving escalated customer issues and respond appropriately to multiple critical situations
• Develop and document knowledge products for Customer Support team best practices.
• Mentor less experienced Application Support Representatives in their use of advanced technical skills to solve increasingly advanced problems
• All other duties as assigned.

Required Qualifications

• Associate's Degree or equivalent experience in Information Technology, Computer Science or related field.
• At least 2 years of experience in application customer support
• Experience writing customer solutions and reports with SQL
• Knowledge of PCs and operating systems.
• Ability to document complex technical cases and communicate requirements both verbally and in writing.
• Awareness/training in conflict resolution and customer service techniques.
• Self-starter and quick learner that can work alone or in groups
• Enthusiasm and curiosity for discovering knowledge through hands on experience.
• Highly motivated to achieve results and satisfy customer requirements and needs.

Preferred Qualifications

• Experience solving problems with scripting languages, both along with and independent from SQL
• Knowledge and experience using automated testing tools
• Knowledge and experience with Data Warehousing and Extract Transform and Load (ETL) tools

Working environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computer, phones, photocopiers, filing cabinets and fax machines.

Physical requirements

This is largely a sedentary role, however, some filing is required. This would require the ability to lift files, open filing cabinets and bending or standing as necessary. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Position Expectations

This is a full-time position and hours of work are Monday through Friday 8:00 a.m. to 5:00 p.m. No travel is expected for this position.

EEO/M/F/V

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