Job Details

Overview

As a member of the application support team, you will deliver support on Exela Technologies solutions via telephone and/or email contact. You should be able to investigate problems, deliver solutions and respond accurately to client inquiries. This position involves problem-solving and troubleshooting of complex and intricate issues. You must be able to prioritize tasks and be able to determine when second tier intervention is required. You must have excellent communication skills in English, both written and verbal, and develop a thorough understanding of the product and its capabilities

Skills

• Strong customer service orientation. Candidates must demonstrate initiative and self-motivation be able to work well under pressure and with minimal supervision. Ability to handle multiple tasks in a fast paced environment. Superior telephone manners and strong interpersonal skills Ability to identify information required to resolve client issues and to use related pieces of information to successfully draw conclusions and solve problems. Excellent English-language communication skills, both written and oral, to communicate with customers across North America, and other staff Knowledge and experience of SQL, but not a requirement

Job Description

• Help desk, Service Desk, Provide technical support, advice, and assistance to customers Specific responsibilities include: Monitor/analyses client issues; determine the scope of the issue or enhancement request. Resolve the issue or coordinate personnel required to resolve the issue. Complete issue resolution tasks, and/or manage any additional resources required to deliver customization or issue resolution. Document phone calls, call logs, and record keeping information using Ticketing system. Use time management and organization skills to prioritize workload to meet critical deadlines. Create and update documentation as needed Other duties as may be assigned