CORP17047

The Application Support Representative is responsible for all customer support channels including phones, emails, chat and customer portal.

JOB DESCRIPTION:

• Develop and maintain in-depth product knowledge on GHG's Clockwise 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 Clockwise application.
• Effectively communicate product issues to the customer and Clockwise engineering, enabling timely solution while maintaining customer satisfaction.
• Develop and document software use best practices.
• All other duties as assigned.

QUALIFICATIONS:

• Associate's Degree or equivalent in Information Technology, Computer Science or related field.
• 0-1 year of experience
• Experience with direct customer interactions.
• Working knowledge of PC's, 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.

COMPETENCIES:

• Customer/Client Focus
• Problem Solving
• Time Management
• Organizational Skills
• Communication Proficiency
• Initiative
• Diversity and Inclusion

WORK 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.

EEO/M/F/V

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