Reporting to the Supervisor, EHS Customer Care, the incumbent will act as the Technical interface to clients for resolution of technical & functional problems related to the recommended maintenance, use and fix/workarounds for Desktop Pro™ and Stature®. This position is responsible for ensuring resolution of customer problems received via telephone and or via email/website.
General Job Duties:
Answer Customer Service calls, voice mails, emails, which includes using customer support database including (SalesLogix and Microsoft Visual Studio TFS (Team Foundation Server or other ticketing system) and other applications and files to create, update, troubleshoot, test, process, and maintain customer service tracking tickets, keeping tickets within workflow parameters and within established SLA’s. (Service Level Agreements)
Provides functional and technical assistance to clients for IHS’s Stature® J2EE web-based applications and Desktop Pro™ suite.
Responds to client requests within stated guidelines and contractual Service Level Agreements.
Research and recommend known technical & functional solutions to clients, develop workarounds and in some cases solutions for resolution.
Provides consistent and timely status updates to client issues.
Contributes to the technical knowledge base.
Demonstrates a consistent and positive client support orientation.
Participates in Application Support initiatives.
All other assigned project(s)
Specific Job Duties:
Have a working knowledge of IHS’s Desktop Pro™ series of products and Stature® the web based application. This includes all of its modules, reporting, and requirements. Resolve customer problems with licenses, application error messages, templates and guide customers with use of application help and show-me functions.
Be effective in application problem solving. Have knowledge of network troubleshooting. Have excellent customer communication, telephone and computer skills, including Windows operating systems, Microsoft Office and e-mail, Internet Explorer, Java. Coordinate work with software developers, QA and project teams in solving application software problems.
Required Education:
A college/university degree in Computer Science, Engineering or equivalent
Required Experience
5+ years of proven software support experience
Knowledge of MS SQL Server 2000/2005/2008, Oracle 9i\10g\11g
Writing SQL scripts
Windows Server 2003/2008
Internet Explorer 7 and 8
Server and network administration & troubleshooting skills with Microsoft Windows Products
Web-based enterprise software support experience in Java/.NET
Experience working with Java/J2EE technologies
Experience in application server (e.g. Tomcat, WebLogic, IIS) is preferred
Effective written and verbal communication skills to deliver world-class customer support
Advanced listening skills and customer service attitude with the ability to show sensitivity to user’s questions and requests
Ability to manage time and work flow to meet service levels and priorities
Ability to set and manage client expectations
Ability to write technical information in a structured manner
A self-starter who is results-oriented and able to operate effectively within a team environment
Sound judgment, analysis skills
Strong inter-personal skills
Other skills:
Proficiency in English
Other known languages are an asset
Physical Requirements:
Results-oriented, analytical problem solver
Displays personal initiative, strong work ethic, and professionalism
Able to multi-task and manage many customers
Reliable, meets deadlines, displays attention to detail
Ability to work with customers under sometimes stressful situations
Good communication and interpersonal skills.
Able to capture clear, concise and detailed information pertaining to customer service requests
Can exercise independent judgment and able to function in a geographically distributed organization and work environment
Occasionally work extra hours to address an immediate Product problem
Strong process skills and the ability to assess sensitivity and business impact of decisions is desirable
