Job: Customer Support Specialist

Jobing Description

Overview:

The Customer Support technician is responsible for day to day support of ASAP Automation s customers, this includes trouble shooting software as well as hardware issues. The Customer Support technician will follow standard ASAP procedures for handling all customer support calls and issues.

Superior Performance Objectives:

* All support issues handled in a professional and timely manner. METRIC: Track support case closure statistics in MS CRM.
* Customers utilizing support are very happy with the service that they receive. METRIC: Attain a 6 or better on all Customer Support elements in the annual Customer Satisfaction Survey.
* Customer s system experts trained to aid in system support.
* Alerts management of any customer service issues that could negatively impact ASAP.
* Follows ASAP s standard support procedure and continually looks for ways to improve our current processes.
* Acts as a champion and a liaison internally for our customers.

Requirements:

* Bachelors Degree with strong computer skills including: Microsoft Office, Microsoft Project, and various Databases (SQL Server and Oracle).
* Previous experience dealing directly with customers in a support role required.
* Strong analytical skills with excellent customer service skills a must.
* Previous quality control and/or quality assurance experience preferred.
* Willing to travel 15 to 20%. Travel includes site visits for preventative maintenance and support of critical issues.
* Experience in supporting industrial equipment such as RF handhelds, barcode scanners, carousel equipment etc a plus

Attributes:

* Excellent customer service skills. Remain positive and calm under pressure
* Outstanding performance demonstrated in preceding career paths.
* Superior oral and written communication skills.
* Excellent troubleshooting abilities and analytical skills.
* Team player.
* Ability to work under pressure and coordinate numerous tasks in various functional areas.
* Strong technically (databases, RF, industrial hardware and networking).

General Responsibilities:

* Facilitate positive pro active working relationships with customers and internal resources.
* Maintain a positive and calm demeanor at all times.
* Uses ASAP standard support processes so that metrics can be maintained by management.
* All support issues will be logged as cases in MS CRM
* Performs visits to customer sites to perform any preventative maintenance that can increase the stability and control of the Exacta software. Travel of 15 to 20% is required.
* Track all customer issues and communicate to our customers in a timely manner the status of those outstanding issues.
* Demonstrate superior customer service (as measured by our customers: surveys and satisfaction from support renewals).
* Implement and improve remote monitoring tools for our customers systems.
* Assist in the Quality Control and Assurance functions as time permits.
* Perform QA functions for any issue resolution from support calls.
* Create datasets to analyze and recreate issues reported by customers.
* As issues are reported from customers diagnose if the issue is a change or a bug then communicate issues to the analyst, development staff, or sales consultant appropriately.
* Must be able to utilize connection tools to eavesdrop on hardware communication For example hyperterminal and serial connection.
* Must be able to utilize tools to connect to customer sites for example VPN, VNC, remote desktop, PC Anywhere.
* Participation in rotation of the ASAP on call support cell phone that needs 24/7 coverage is required.
* Manage several customers. Maintain their open issues list and participate in customer status calls when necessary.
* Report time spent weekly for each customer utilizing Project Server.
* Perform Knowledge sharing with customers and internal users as needed.