Technical Support 2, Eyefinity

Website VSP

General Summary

With general supervision, analyze and resolve problems relating to software, databases, and network utilized by Eyefinity/OfficeMate customers, and staff. Provide database support and service on routine to complex desktop, server, software issues.. Provide technical support and customer service to Eyefinity/OfficeMate customers to maintain the highest level of customer satisfaction.  

Essential Functions

  • Receives, tracks, responds and resolves Eyefinity/OfficeMate Customer Care calls. Provides training and support for simple to complex database issues related to the OfficeMate and OfficeMate Enterprise software
  • Provides third level support by tracking and responding to all inquiries, problems, and request for training, information, hardware specifications, software, hardware, and network communications
  • Identifies database issues through problem duplication and manipulation of customer data to provide details to the OfficeMate development team for product correction and improvement
  • Investigate, diagnose and implement solutions for database issues; deliver on-the-spot user training
  • Provides product information to members, doctors, groups and internal employees
  • Utilizes troubleshooting tools which include OfficeMate software – multiple versions, Lotus Notes, Microsoft Office Suite, Internet Browsers, OnTime Issue Tracker, Online knowledge databases, Confluence, and general computer hardware to troubleshoot a variety of issues
  • Documents and/or logs all calls, records all activity/communications regarding incidents and problems. Maintains all defined service standards
  • Follows support processes and assists in the development of support procedures and documentation to provide consistent and reliable support and excellent customer service
  • Perform other related duties including projects, support, training, and communication activities as assigned by management
  • Maintain industry knowledge of the OfficeMate software and the optical industry as it is trained and learned in the call center environment
  • Create new and/or revised technical procedures and processes and/or follow established procedures, service, and support standards
  • Develop expertise on industry knowledge of technology and database support and service tools
  • Investigate, diagnose and resolve routine to complex problems with OfficeMate business applications such as Microsoft Windows, Microsoft SQL
  • Remain current on all changes to products and procedures to accurately and consistently respond to inquiries.  Utilize customer service skills to effectively manage all inquiries

Job Specifications

Typically has the following skills or abilities:

  • Bachelor’s Degree in Computer Science or Information Technology; or equivalent experience and/or knowledge developed through on-the-job training and experience
  • Must be Microsoft Certified Professional and have MS SQL Certifications
  • Three to five years of experience in relational databases
  • Two years of customer service experience required
  • Presentation skills to present technical or system results, conclusions and recommendations to both technical and non-technical audiences
  • Must possess a working knowledge of PCs and their related hardware and peripherals

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