Comtech Systems Inc.

Transcription

1 Job Description Last Revised: Nov 17, 2011 FS Collect! Product Support Technician Job Summary This job exists to ensure users of the Collect! System obtain maximum possible value from the software and the support plans. The Product Support Technician is responsible for timely and effective resolutions to end-user productivity issues as they relate to IT-serviced computer operations. This will be accomplished by performing question/problem diagnoses, guiding users through to issue resolution, communicating technical solutions in user-friendly language, and conducting end-user training where necessary. The Product Support Technician is also responsible for recording problems/solutions within the help desk call-tracking system. Key Duties and Responsibilities Answer users' technical questions in a professional manner Provide documented solutions as required Record all technical work in the Collect! Technical Support Ticket System Coordinate and manage customer expectations Use the help system to become proficient in the use of Collect! Perform technical duties appropriate for their tier Triage to assign issues and requests to correct tiers Build and document data imports and reports as required Document and submit solutions not available in the help system Other duties as required Organizational Competencies Effectively communicates in a team environment Ensures other team members are empowered and enabled Maintains a balanced focus on customers' and corporate needs Is dependable and accountable Plans and organizes efficiently Advocates effectively for customers Freely employs mathematics and reason Success may be demonstrated by : Clients are happy with product and meet business needs Clients are happy with resolutions and time to resolve Engineering is protected from client incidents while still providing timely resolution Incident tickets are triaged and prioritized efficiently and correctly.

2 Technical Competencies Able to troubleshoot and identify issues Able to debug divide and conquer Able to read and understand technical documentation Able to create technical documentation Able to track metrics Able to diagnose and resolve minor network issues (e.g. LAN access) Able to work with SQL databases, Excel and other tools to manipulate data Able to import, export and manipulate data in files and databases using proprietary and standard coding interfaces and tools Experienced with computers and diverse software programs Examples of how these competencies are demonstrated : Problems are resolved promptly Resolution times are low Issues are resolved without involving engineering Knowledge, Skills and Abilities Ability to work with others, demonstrating good emotional intelligence or EQ Ability to think logically Ability to lead group to attain the intended goal Experience supporting complex software products Experience communicating and working in a team environment Inputs Technical Support Ticket System Phone calls for technical support s for technical support Comtech CRM System data Requests for custom letters Requests for custom imports Requests for documentation, tutorials and training Outputs Solutions for clients Completed reports Completed imports Documentation, tutorials and training Feedback to product development, sales, marketing and administration

3 Technical Support Tiers Our goal is to resolve technical issues as promptly and efficiently as possible, minimizing time, cost and client aggravation while maximizing the number of clients who renew their annual Collect! support agreement. Support issues are escalated along the following hierarchy. Please note that our clients are expected to follow the process at to log support tickets and obtain technical support. Clients will use that channel plus they will use the telephone and and various other means. Support Liaison Under normal circumstances the first point of contact, in effect the person taking the phone call or initially reviewing a ticket for triage and assignment, acts as a support liaison. Support liaison differs from first level support in that the role is not necessarily expected to resolve the question or issue. Collect information from the user including: contact information status of client, active support contract, and if there are payment in arrears details about the incident or service request Provide information to the caller including: Questions about where or how to log into key systems to find resources (member center, ticket system, online help), assistance with locating a particular item within those resources (help on x, the 'standard' operator sales report, etc.) Approximate timeline for follow up for first-tier support Route the call to first-level support or other appropriate contact. 1st Level Support The first group of support technicians who receive a ticket. This technician has the responsibilities of the support liaison, and attempts to provide clients with needed information, resolve the problems, or provide specific service. This group is generally staffed with technical generalists who are expected to resolve a high percentage of common problems or routine service matters and maintain high levels of customer satisfaction, with minimum time (and minimal billing) to the client: General Collect! use as configured at time of installation Sign on / sign off Working a WIP list Reporting and printing Managing users and queues Importing and exporting data using existing import / export maps Providing links to articles in the help First level support escalates calls to second level that: a) will take more than 15 minutes or b) they are unable to resolve.

4 2nd Level Support Requires Project Management Protocols if estimated time is over 2 hours or is critical to client operation (writeback report, contact plan changes, etc.) 2nd Level Support is assigned to technical specialists handling support tickets that are complex, billable, and/or have a longer duration for resolution (20 minutes or more). 2nd tier technical specialists will have new cases escalated from a lower support tier, and may have multiple contacts with a client during the resolution phase of a support ticket. This level usually consists of a technical specialist(s) providing: Basic customizations to the existing Collect! installation New user training Call elimination Building reports and letters Building import/export maps Implementing integration modules Running database maintenance This analyst or analysts has a higher skill set and is more knowledgeable of IT environment and Collect!, and has a higher capability for problem solving than first level support. Having a different group handling these calls allows front-line agents to concentrate on handling larger volumes of shorter duration calls and importantly means that the variation in average handle time can be allowed for in the planning and forecasting process to assist in the accurate prediction of the number of agents needed to handle the workload overall. Second level support escalates calls to third level support after troubleshooting if they are unable to resolve the call. 3rd Level Support - Implementation and Development Requires Project Management Protocols at all times This group of technicians builds, maintains, and enhances customers' use of Collect!. They are involved in specific customer problems only when the problem cannot be resolved by the first or second level of technical support professionals. They may design solutions using external systems to accomplish specified tasks for clients. 3rd level support may include: Database maintenance automation IT systems management and backups Developing integration modules Building contact management scenarios Building automation scenarios Database access via ODBC/JDBC Interfaces to reporting tools Engineering - Core Engine Development This group of individuals builds, maintains, and enhances the core Collect! engine. They are involved in strategic development work, but must also allocate some portion of time to maintaining and improving the existing Collect! code based on user feedback received through the Technical Support team.

5 Job Posting Product Support Technician, an award-winning world leader in accounts receivables management software, requires an enthusiastic, career-minded Product Support Technician to be responsible for helping support and sell Comtech's Collect! software. The work is challenging in a fast paced workplace environment with an industry leader with a history of over 20 years and sales in 40 countries. KEY RESPONSIBILITIES: Answer users' technical questions in a professional manner using a variety of methods including phone, , webinar, and others Build and document reports, data imports and export modules as required Troubleshoot and efficiently resolve client issues Track time and activities, and record notes of conversations accurately Communicate trends in customer issues and requests with team coordinator QUALIFICATIONS: Passionate and confident about technology service and knowledge translation for customer satisfaction Ability to demonstrate analytical approach to problem solving and debugging user issues Proficient with SQL databases, Excel and other tools to manipulate data Able to import, export and manipulate data in files and databases using proprietary and standard coding interfaces and tools Demonstrated experience creating, reading and understanding technical documentation Experience with diagnosing and resolving minor network issues (e.g. LAN access) Excellent verbal and written communication skills Ability to demonstrate keyboarding skills and short cuts on PC platform Familiar with credit and collections and/or accounts receivable processes Strong interpersonal skills/virtual relationship building skills Second language an asset BENEFITS Work will be performed at our office in Langford with a team of ten associates Workday hours may vary depending on client needs, ranging from 6 a.m. to 8 a.m. start times. Flexibility required offers a competitive compensation package, a team oriented and productively focused work environment, career advancement opportunities and the benefit of no Colwood crawl! Good benefits package includes medical, dental and more Qualified applicants should research our website at collect.org and then submit a cover letter, resume and salary expectations to at jobs@collect.org by November 25,