InvestM Technology LLC
Technical Support Specialist (HR Tech)
InvestM Technology LLC, Parsippany, New Jersey, United States
Technical Support Analyst
Client is hiring a Technical Support Analyst. You will provide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access for all Client supported applications or products. Support the end users, including installation, upgrades, maintenance, troubleshooting, and diagnostics to determine solutions and alternatives. Stays current with emerging technology and trends in order to provide technical support for Product rollouts and existing offerings.
Responsibilities
Provide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access for all supported applications or products.
Respond promptly and professionally.
Analyze client issues to determine if resolution can be found on initial call or if second level support is required.
Support and install upgrades and assist in all technical problems (i.e.. performance, security, etc.) for the Client supported products.
Effectively troubleshoot, replicate and develop workarounds for client issues.
Document and communicate the results to the client and/or Corporate Development.
Maintain appropriate records of client contact through the CRM system.
Use Knowledge Management database to locate solutions to issues.
Ensure case notes thoroughly detail the problem/ resolution, are comprehensive of the issue and are professional.
Provide on-site assistance on issues that could not be resolved via remote tools, i.e. deliver service packs, set up reports, install or upgrade software or develop custom solutions for all client server products.
Performance issues related to client infrastructure integration are referred to a peer with specialization in the particular platform or application (Citrix, Lan/Wan, Client Server, etc) provides complex technical expertise for industry standard database applications, i.e. MS Access, Oracle, mySQL, MS SQL Server, etc.
Gather client databases and environment variables and recreate client scenarios in a PC Lab environment in an effort to resolve complex database issues.
Assist in new product pilots and roll outs to other departments and clients.
Act as liaison between Implementation, Client Services, Management and Corporate Support to ensure high impact problems are resolved in a timely and satisfactory manner.
Provide technical support to all levels of Service Support Specialists regarding the resolution of product and client issues.
Mentor and train newly hired associates to ensure successful integration into the role.
Identify training needs for the department and assist with training development programs. Provide feedback to management.
Act as a team leader in the absence of the manager by prioritizing critical issues, providing direction and ensuring appropriate client support is delivered in a timely and effective manner.
Stays current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings.
Remain proficient on networks, operating systems, hardware, software, databases, browsers and related products.
Assist in developing internal documentation to support new features and procedures for product enhancements.
Perform other related duties as assigned.
Preferred Qualifications
Bachelor’s Degree Preferred or Equivalent in Education – Experience.
MCP Preferred or equivalent experience.
MCP Preferred or equivalent experience.
Microsoft Office suite, client server, Operating Systems, TCP/IP.
Troubleshooting and Analysis Technical Communication – written and verbal Problem Solving.
Organization and Time Management Probing.
Seniority Level Mid-Senior Level
Employment Type Contract
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Responsibilities
Provide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access for all supported applications or products.
Respond promptly and professionally.
Analyze client issues to determine if resolution can be found on initial call or if second level support is required.
Support and install upgrades and assist in all technical problems (i.e.. performance, security, etc.) for the Client supported products.
Effectively troubleshoot, replicate and develop workarounds for client issues.
Document and communicate the results to the client and/or Corporate Development.
Maintain appropriate records of client contact through the CRM system.
Use Knowledge Management database to locate solutions to issues.
Ensure case notes thoroughly detail the problem/ resolution, are comprehensive of the issue and are professional.
Provide on-site assistance on issues that could not be resolved via remote tools, i.e. deliver service packs, set up reports, install or upgrade software or develop custom solutions for all client server products.
Performance issues related to client infrastructure integration are referred to a peer with specialization in the particular platform or application (Citrix, Lan/Wan, Client Server, etc) provides complex technical expertise for industry standard database applications, i.e. MS Access, Oracle, mySQL, MS SQL Server, etc.
Gather client databases and environment variables and recreate client scenarios in a PC Lab environment in an effort to resolve complex database issues.
Assist in new product pilots and roll outs to other departments and clients.
Act as liaison between Implementation, Client Services, Management and Corporate Support to ensure high impact problems are resolved in a timely and satisfactory manner.
Provide technical support to all levels of Service Support Specialists regarding the resolution of product and client issues.
Mentor and train newly hired associates to ensure successful integration into the role.
Identify training needs for the department and assist with training development programs. Provide feedback to management.
Act as a team leader in the absence of the manager by prioritizing critical issues, providing direction and ensuring appropriate client support is delivered in a timely and effective manner.
Stays current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings.
Remain proficient on networks, operating systems, hardware, software, databases, browsers and related products.
Assist in developing internal documentation to support new features and procedures for product enhancements.
Perform other related duties as assigned.
Preferred Qualifications
Bachelor’s Degree Preferred or Equivalent in Education – Experience.
MCP Preferred or equivalent experience.
MCP Preferred or equivalent experience.
Microsoft Office suite, client server, Operating Systems, TCP/IP.
Troubleshooting and Analysis Technical Communication – written and verbal Problem Solving.
Organization and Time Management Probing.
Seniority Level Mid-Senior Level
Employment Type Contract
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