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Client Tech Support Representative

Company: Matlen Silver
Location: Austin
Posted on: May 19, 2020

Job Description:

Location Austin, TX Contract 12 months W2 Only Description Essential Job Responsibilities bull Ensure client support and satisfaction at a professional level with minimal supervision, answer questions and resolve client issues relating to products and services. bull Provide first and second level support to clients Research and analyze problems. bull Ability to coordinate change control and testing support. bull Ensure accurate and timely completion of assigned special projects and requests. bull Complete daily reporting requirements accurately and timely. Use a case tracking system to track information, cases tickets, questions and answers for every client-driven request. bull Prioritize, schedule, and manage case loads of varying quantity for clients. Utilize all available tools and techniques to resolve requests without escalation whenever possible. bull Act as a liaison between level 3 support associates as well as other subject matter experts and the client. bull Track and report key performance metrics related to support requests and solution quality. bull Active participation in the testingvalidating change control events, application releases, andor patch release during off shift change control windows or as necessary to resolve a client impacting issue. Teamwork This position will work closely with team members as well as with various subject matter experts throughout the organization. The demonstrated ability to work effectively with people of varying backgrounds and skill levels is required in order to be successful in this environment. Problem solving The natural desire and proven ability to identify, assess, and solve problems in both a proactive and reactive manner is required. Self-Management This position requires the ability to work with little or no management oversight or supervision. The varying volumes of incoming requests associated with this position require time management skills as well as the ability to manage multiple tasks at once. Planning and organizing many requests will span days, weeks, and months. The position will demand the ability to facilitatecoordinate project plans, deliverables, and deadlines. Learning The position, being technical in nature, is inherently dynamic and evolves at a fast pace. The position will require the ability to quickly learn new technologies and methodologies regularly. An aptitude for reading, researching, and anticipating new technologies in order to maintain a position of expertise and industry leading standards is required. Required Qualifications Education bull A four year degree is preferred. Job Related Experience bull Minimum of five years of experience supporting large key accounts is required bull Technical support experience bull Customer relationship management bull Critical thinking and creativity bull Technical aptitude bull Self-motivated bull Expert level ability to understand and troubleshoot application logic bull The ability to read and edit configuration, bootstrap, and initiation files bull The ability to understand and troubleshoot web services applications with regard to xml requests and responses bull The ability to examine and analyze large sets of data such as log files and database tables, and apply critical thinking to extract meaning and root cause for issues bull Familiarity or ability to quick gain familiarity with XML, HMTL, Java, Tomcat, SQL. Additional SkillsKnowledge bull Requires excellent written and verbal communication skills bull Ability to multi-task and maintain an even-handed approach with clients and internal contacts, while working with continually changing tasks in a fast paced environment. bull Excellent analytical and Excel skills to provide client reports, billing and reconciliation bull Excellent PC skills with detailed use of Word, Excel and PowerPoint a must.

Keywords: Matlen Silver, Austin , Client Tech Support Representative, Other , Austin, Texas

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