Application Technical Support

We are seeking an Application Technical Support candidate for a temp to Hire role in Alpharetta, GA.

Skills:

1+ years experience in customer support

Preferred skills:

• SAP CRM
• Avaya Telephone Call Tracking System
• Remedy support ticket application
• A working knowledge of troubleshooting issues related to login, registration and password resets.
• Working knowledge of Microsoft Office
• Excellent interpersonal skills, communication ability, analytical skills, troubleshooting skills, verbal and written
• Ability to handle customer concerns with a positive attitude while producing optimal results. Works well and maintains composure under pressure
• Ability to resolve a large percentage of all calls logged into the helpdesk
• Able to work and contribute to a team environment
• Able to multitask in fast-paced, CUSTOMER-FOCUSED environment with excellent customer service skills

Education

4-year degree in computer science or related field or equivalent experience

Responsibilities:

Responsible for providing technical support for help desk calls. Resolve 90% or higher of calls immediately while on the phone with the customer. Coordinates Help Desk responsibilities and administrates the SAP and Knowledge Base systems to manage customer's accounts. Prioritizes, evaluates, resolves and escalates calls as required while following-up with customers. Utilizes the Remedy application to create and escalate support tickets. Generates reports on a monthly basis to analyze the call support trend.

Occasionally is involved with user acceptance testing (UAT) for supporting the planning, design and execution of system testing on simple to complex implementations. Works collaboratively within the IT department and business units to execute and validate test cases based upon system requirements.

Other responsibilities include:

• Perform user acceptance testing on various web applications and reporting systems.
• Validate that user expectations are achieved during the testing process.
• Review user requirements documents to ensure that requirements are testable.
• Document quality assurance practices

Interested candidates please email your Resume