Software Support Technician - FSD 41018

  • 31 May 2018
  • Meridian, Mississippi, United States
  • Full-time
  • Support
  • ide-25382

Job Description

Ideal Software Systems, an innovator in business management systems for 30 years, is looking for a motivated Support 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 Financial Services 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:

Field incoming calls, email and live chats from clients to answer questions, resolve issues, troubleshoot problems, and research root cause for highly complex issues

Follow the issue from start to finish, including escalation to development when necessary

Perform root-cause analysis on issues and make recommendations for corrective actions

Track projects and tickets in issue tracking system

Install new systems and perform upgrades, both remotely over phone and on site

System preparation and testing

Software testing of new features and changes prior to release

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 (call center customer service experience, technical help desk or desk side support experience preferred)

Basic knowledge of database structure, remote access (VPN) and networking, with the ability to increase this knowledge

Strong skills in Microsoft Office. (Excel, Word, Access, etc...)

Strong skills in Google Applications (Google Docs, Gmail, Calendar, etc...)

Knowledge and use of Microsoft Windows 7-10, XP, Vista; Microsoft Server 2003 -2016

SQL experience is preferred but not required

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 store-based commerce product in a client/server environment

Multi-Task multiple projects and make sure each project’s deadline is met

Documentation skills

Desired Qualifications:

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

A+ Certification preferred but not required

Compensation and Benefits:

Competitive base salary commensurate with track record and experience

Major medical, dental, vision and life insurance

401k plan

Paid vacation and holidays

Personal days

Live and work in a great location

About the Company:

Ideal is a progressive technology company with a legacy of providing quality integrated hardware and software systems and support to the amusement, family entertainment and financial markets.

Ideal’s rapidly growing client base, aggressive product development path and dynamic work environment provide an exciting opportunity for talented individuals looking for career growth and significant advancement opportunities. Applicants with previous experience will be given priority.

Apply Now