Software Applications Support Technician

Location: Allentown, PA

Department: Support

Type: Full Time

Min. Experience: Entry Level

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.

Summary

The Tier 1 Software Application Support Technician acts as the first-level support for customer issues via phone calls, email, or ticketing system(s).

Primary Responsibilities

  1. Answers inbound calls from customers in a courteous, timely manner. 
  2. Performs troubleshooting methods using the knowledge base to resolve reported problem or application question.
  3. Performs basic Access or SQL queries to troubleshoot call tickets. May be required to assist in testing to resolve call ticket.
  4. Documents clearly what was done to resolve the issue in our call center tracking software. Escalates or seeks assistance from Supervision when unable to resolve a call ticket. Assist customers with performing product updates and applying fix patches.
  5. Performs basic network and hardware diagnosis such as, mapping drives, printer sharing and configuring router ports.
  6. Performs administrative task such as phone coverage during receptionist unavailability, create reports as required in Excel.
  7. Communicates well with the support team to create a positive team environment.
  8. Any other support task or adjustments as may be needed. This may include assisting other departments. 

 

  Position Responsibilities

  1. The Support Technician must work closely with customers.
  2. This position provides intervention with clients of varying levels of expertise.
  3. Acts as liaison between VAST Support, MAM Software Quality Assurance, Engineering, and Professional Services Departments in resolution of escalated customer cases
  4. Interaction with internal staff is required to assure that processes perform properly. 

KNOWLEDGE AND SKILL REQUIREMENTS

  1. Excellent oral communication, written and interpersonal skills with emphasis on superior customer service.
  2. Demonstrated ability to work in a team environment.
  3. 2-4 years of Application Support experience preferred, not required.
  4. Experience with all aspects of the software development lifecycle.
  5. Work and/or academic experience using Visual Basic, COM+, XML, ASP and DHTML in an MS windows .NET architecture environment a plus.
  6. Working knowledge of Microsoft SQL Server 2005 to current
  7. Microsoft SQL Server Certification within 90 days of employment commencement
  8. Strong written and verbal, customer service, problem solving and organizational skills.
  9. Ability to work flexible schedule as needed to complete assigned tasks.
  10. Must be detail oriented, organized and have the ability to work in a fast-paced environment.

   EDUCATION AND/OR EXPERIENCE

Associates degree (Computer Science) or equivalent; and 2+ years job-related experience and/or training; or equivalent combination of education and experience.

 

   WORKING CONDITIONS

  1. Working conditions are normal for an office environment.
  2. Work may require occasional weekend and/or evening work.
  3. Position is based in Allentown, PA

 

Disclaimer - The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed, as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. MAM Software, Inc. reserves the right at its sole discretion to amend its policies, programs and/or guidelines, including the contents of this job description, at any time without prior notice.

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