Support Technician with Emphasis on Customer Information Systems (CIS)

SUPPORT TECHNICIAN (With Emphasis on Customer Information Systems-CIS)

Department:    Support

Reports to:       CIS Support Lead/Vice-President of Customer Service and Support

Division:           Remote

Classification:  Salary/Exempt/Full-time

JOB SUMMARY

A CIS Support Technician is responsible for providing frontline technical support services to Milsoft customers, including troubleshooting, problem resolution, and maintenance in a 24/7 support environment. Phone, email, and remote connection software are utilized to resolve customer issues and achieve customer satisfaction. The position will require some travel and after-hours on-call support time.

ESSENTIAL FUNCTIONS

1. Directly resolves technical support inquiries through remote troubleshooting and diagnostics to ensure that all CIS products and services function properly
2. Advises customers on system settings and configurations that favorably impact software performance and user experience
3. Must be able to turn customer concerns and requests into detailed tickets, including reproduction steps, for action by the Development team
4. Translate complex operational and system processes into clear instructions and/or explanations as knowledge articles
5. Document all customer interactions in a support ticketing system
6. Adapt to new technologies and changes in software functionality through continuous product release cycles
7. Upholds, safeguards, and promotes Milsoft’s values and philosophy relating particularly to ethics, integrity, and corporate responsibility
8. Any other duties that may be necessary or assigned from time to time. Such additional duties will not normally change the scope of the job

QUALIFICATIONS

1. Bachelor’s degree in Computer Science, Business Administration, Accounting, or equivalent work experience
2. Exposure to customer management applications, billing systems, payment processing, capital credits, collections, and reviewing data for accuracy
3. Experience understanding SQL statements and creating SQL queries for data reporting
4. Familiarity with IBM Information File System (IFS) and AS/400/iSeries Green Screen is beneficial
5. Must be able to effectively communicate with customers, both verbally and in writing