Software Implementation Support Technician/Installer

  • Meridian, Mississippi, United States of America
  • Full-time
  • Support
  • ide-15841

Ideal Software Systems, an innovator in business management systems for 30 years, is looking for a motivated Implementation Specialist to join its growing team. The Ideal candidate will play an integral role in the installation and support of hardware and software systems for the company’s Family Entertainment Division by managing the reporting process, resolving product and installation issues, and managing all required internal resources to ensure the timely installation of systems.

What You’ll Do:

  • Answer Support Calls ensuring no call goes to voicemail
  • Utilize superior customer service skills
  • Strong communication skills, including listening and questioning
  • Work flexible hours and weekends
  • Detail orientated
  • Strong organization skills
  • Exceptional critical thinking skills to assist in problem solving
  • Ability to work independently as well as to meet deadlines
  • Potential travel to customer’s location
  • Install new systems and upgrades, both remotely over phone and at customer’s location(s)
  • System preparation and bench testing
  • Software testing of new features and changes prior to release
  • Documentation of software and processes to ensure best results
  • Field incoming calls from clients and answer questions, resolve issues, troubleshoot problems, and research to find the causes of issues
  • Follow the issue from start to finish, including escalation to development and programming when necessary
  • Perform root-cause analysis on issues and make recommendations for corrective action
  • Track projects and tickets in issue tracking system
  • Create white papers, videos and other instructive materials for use by our clients and the internal team
  • Provide complete and timely feedback for all work, including but not limited to call logs, checklists, client correspondence, and escalation of any issue
  • Other responsibilities as assigned

What You’ll Need:

  • Minimum 2 years of technical and customer service experience
  • Multi-Task multiple projects and make sure each project’s deadline is met.
  • Documentation skills
  • Ability to plan ahead to foresee potential issues and ability to plan around them
  • Experience in Computer Science, Databases, IT, Networks or Business Information Systems
  • Knowledge and use of Microsoft Windows 7-10, 2000, XP, Vista; Microsoft Server 2003 -2016
  • Experience with Microsoft Word and Excel
  • SQL experience is preferred
  • Working knowledge of HTML and other web-based tools preferred
  • Basic knowledge of database structure, remote access (VPN) and networks, with the ability to increase this knowledge
  • Experience in a fast-moving environment
  • Strong communication skills
  • Strong time management, organization and decision-making skills
  • Ability to systematically identify and solve sometimes obscure problems within a web-based commerce product in a client/server environment
  • Strong skills in Microsoft Office. (Excel, Word, Access, etc...)
  • Strong skills in Google Applications (Google Docs, Gmail, Calendar, etc...)

Desired Qualifications:

  • A+ Certification
  • AA degree in related field (Technical Call Center experience will be considered)
  • Experience in a call center
  • Previous break-fix, IT or network experience preferred but not required

Compensation and Benefits:

  • Competitive base salary commensurate with track record and experience
  • Major medical, dental and optical insurance
  • 401k plan
  • Paid vacation and holidays
  • Personal days
  • Live and work in a great location
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