Technical Service Representative
About The Position
Key Duties: Develop expert knowledge of all Alliant Systems products for support. This includes all of our modules: Route Accounting, Stockroom, Mobile, Alliant Online and any future products. Identify, investigate, and resolve users’ difficulties with our software by troubleshooting via the phone, email, and remote services. Guide users through a series of diagnostic actions to resolve a problem and seek opportunities to share best practices and recommendations on how to effectively use our software. Apply your knowledge of our software to create data manipulations that will allow our customers to use our applications to best serve their business needs. Collaborate with our team to switch new customers to our platform by assisting with data comparison and verification, invoice matching, and customer communication. Install our software and systems for customers, provide training, and follow up to ensure resolution of related open service requests and periodically install software updates as scheduled. Diagnose when an issue requires programming and collaborate with our developers to work through the errors in our software and recommend improvements. Manage multiple service requests and maintain proactive, open communication with team members and customers to ensure that issues are solved and questions are answered in a timely manner. Document all program, data, and customer activity in a clear, accurate, and concise manner in our service delivery platform, ConnectWise. Additional duties as requested. Skills and Qualifications: Degree in information technology or related field or, alternately, at least three years of equivalent work experience in technical support and/or help desk. Ability to travel. Ability to use critical thinking and analytical skills to solve problems. Excellent interpersonal skills with an ability to adapt. Strong technical and customer service orientation. Effective communication skills, both written and verbal. Proficient with or the ability to quickly learn software. Adherence to company Information Security Policies Ability to prioritize and manage time effectively. This position has the following benefits: Benefits package including medical, dental, vision, and life insurance. 401(K) with matching. Friendly teamwork environment. Professional growth opportunities
Requirements
- Degree in information technology or related field or, alternately, at least three years of equivalent work experience in technical support and/or help desk.
- Ability to travel.
- Ability to use critical thinking and analytical skills to solve problems.
- Excellent interpersonal skills with an ability to adapt.
- Strong technical and customer service orientation.
- Effective communication skills, both written and verbal.
- Proficient with or the ability to quickly learn software.
- Adherence to company Information Security Policies
- Ability to prioritize and manage time effectively.
Responsibilities
- Develop expert knowledge of all Alliant Systems products for support.
- Identify, investigate, and resolve users’ difficulties with our software by troubleshooting via the phone, email, and remote services.
- Guide users through a series of diagnostic actions to resolve a problem and seek opportunities to share best practices and recommendations on how to effectively use our software.
- Apply your knowledge of our software to create data manipulations that will allow our customers to use our applications to best serve their business needs.
- Collaborate with our team to switch new customers to our platform by assisting with data comparison and verification, invoice matching, and customer communication.
- Install our software and systems for customers, provide training, and follow up to ensure resolution of related open service requests and periodically install software updates as scheduled.
- Diagnose when an issue requires programming and collaborate with our developers to work through the errors in our software and recommend improvements.
- Manage multiple service requests and maintain proactive, open communication with team members and customers to ensure that issues are solved and questions are answered in a timely manner.
- Document all program, data, and customer activity in a clear, accurate, and concise manner in our service delivery platform, ConnectWise.
- Additional duties as requested.
Benefits
- Benefits package including medical, dental, vision, and life insurance.
- 401(K) with matching.
- Friendly teamwork environment.
- Professional growth opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
