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Software Support Representative

Company: Constellation Software Inc.
Location: Bellingham
Posted on: May 16, 2022

Job Description:

Position Summary In this role you will provide customer support, via phone and email to users and/or customers. You will work directly with managers/end users to troubleshoot ERP/Middle Tier products connecting current technology/mobile devices to Green Screen/SQL based applications.
Your responsibilities will include:

  • First point of contact to answer customer support calls and emails, working with all levels of customer users, management, and technical staff.
  • Diagnose, recommend or perform minor remedial action to correct known issues and attempt to resolve unknown moderately complex technical issues or unexpected results.
  • Instructs customers in the use of install, configuration, and user manuals.
  • Timely recognition and escalation of complex or high priority issues to Technical Support Analyst II or Manager, Customer Care.
  • Provide training and/or reasonable workarounds to resolve unexpected results or system limitation
  • Use Infor to record issue, testing, resolution, and administrative tasks
  • Use JIRA to record development requests
  • Rotating after hours/Saturday support
  • Other responsibilities as assigned. Qualifications include:
    • Minimum 4 years of customer support experience of enterprise software
    • Aptitude in software and operating system troubleshooting techniques/methodologies
    • Technical aptitude; analytical and critical thinking skills
    • Customer centric focus
    • Commitment to/track record of consistent issue resolution and customer follow up Location: hybrid model (office is located in Bellingham, WA)Permanent, Direct Hire position

Keywords: Constellation Software Inc., Bellingham , Software Support Representative, IT / Software / Systems , Bellingham, Washington

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