Application Support Representative

Application Support Representative
Responsibilities:
• Develop and maintain an in-depth product knowledge on GHG's eEMS and related products.
• Utilize his/her technical ability to prioritize Level I support issues and respond appropriately to multiple critical situations.
• Research application questions by setting up scenarios and testing the application.
• 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 eEMS application.
• Effectively communicate product issues to the customer and eEMS engineering enabling timely solution while maintaining customer satisfaction.
• Develop and document software use best practices.
• Perform other duties as assigned
Qualifications:
• Degree or equivalent in Information Technology, Computer Science or related field. 0-1 year experience.
• Experience with direct customer interactions.
• Working knowledge of PC's, and operating systems.
• An interest in troubleshooting complex technical problems on multiple platforms.
• Training/knowledge of SQL scripting and databases such MS SQL platforms.
• 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.
EOE/M/F/V

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