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Passion for work and strong work ethic
Strong negotiation skills
Strong prioritization and organization skills
Strong technical skills
Leadership abilities to hire, train, and supervise
Strong communication skills
Must spend 18 months as a Client Support Analyst
Organize monthly meetings with team members and a representative from Doc, Dev, QA, and other support teams
Must pass with 80% or greater- Back Office Cert, .Net Ops and SQL (Beginner and Advanced)
Work with Documentation to ensure product docs are up to date
3 Electives
Conduct semi-annual training for the team and training for all new team members
Black Belt Rating
Product Lead
Present at Transforum
3 minors they support
Review PTS list with development and ensure items are being scheduled
Teach TMWU or TMW Learning Session
3 client visits
Each team will have a SME for major product lines
2+ years providing technical customer support in the configuration and troubleshooting of Windows 2000/2003/XP, SQL 2000 Server, Mircosoft Terminal server
Provide post software implementation support, upgrades, and resolution of technical issues on TMW Systems software and trains users in new or existing functionality
Experience with managing high priority technical issues, time management, and prioritization
Adheres to and assists in standard operating procedures
College degree or an equivalent combination of education and experience
Work with Team Leader and other TMW personnel to ensure appropriate resources are assigned to respond to each issue
Ability to relate to customers with varying levels of technical skills, excellent phone skills, patience, and outstanding follow up ability
Performs follow-up communication with customers and records all correspondence into automated tracking system to ensure at least a 95% in customer satisfaction
Experience of knowledge of a wide variety of technologies (routers, firewalls, DNS, SMTP, ssh, VPN, HL7, wireless networking, telephony, Citrix