1st Line Support Analyst

Location: Blue Bell, PA

Department: Help Desk

Type: Full Time

Min. Experience: Student (High School)

 

MAM Software

MAM Software Group, Inc. (NASDAQ Capital Markets: MAMS) is a leading global provider of on-premise and cloud-based software solutions for the automotive aftermarket and other industries.

Department: NA Support Services

Post Title – Software Support Technician

Responsible to - Support Manager

Place of Work – Blue Bell, PA

Hours of Work – Rota is in operation (07:00- 23:00) and some overtime weekend work will be required.

Main Purpose of Job

Working as part of the Technical Support Team you will provide prompt, accurate and professional resolution or escalation to all incoming customer queries, both over the phone and via our internal ticketing system. As a Support Technician you will use your knowledge of MAM’s proprietary software products, Windows operating system environments as well as SQL Server to effectively diagnose and triage a wide range of customer issues and requests.

Specific Duties and Responsibilities

To ensure all incoming incidents are responded to promptly. Maintaining a confident and professional approach to all communications.
To efficiently identify the caller and accurately assess their needs or requirements and nature of incident, following specific procedures based upon that assessment.
To accurately identify and agree with the customer the severity of the incident allowing effective workload prioritisation to take place. Setting correct customer expectation.  
To ensure sufficient information is gathered and recorded as a new log on the Support System. The information should be an accurate and complete statement of the customer’s incident together with any actions taken or advice given. 
To take initial responsibility of the log and attempt to provide a solution using personal knowledge, colleague’s knowledge and available knowledge bases.
Ensuring customers are kept informed on progress of any open logs for which you have responsibility.
Where no immediate solution can be found, correct and prompt escalation based on current procedures. 
Continually develop product expertise by reviewing new functionality, testing product issues, and utilizing internal resources.

 Requirements:

Must be available to work flexible hours as needed to support 7 am-11 pm Eastern Time operations, as well as weekend overtime availability.
High school graduate or higher education.
Excellent interpersonal skills.
Effective decision making and problem solving skills involving troubleshooting basic to moderate issues.
Strong organizational skills.
Effective analytical ability, particularly in a technical environment.
Excellent written and verbal communication skills.
Full training will be given, however previous experience in a technical support environment would be desirable.
Experience working with relational databases or SQL would also be desirable, as would be experience within the Automotive Parts Industry. 

 

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