Technical Support Analyst |
| November 29, 2012 - April 10, 2013 |
| Location: | Durham, NC |
| Salary Range: | Depends on Experience |
| Exempt/Non-Exempt: | Non-Exempt |
| Benefits: | Full, Standard Parata Benefits |
| Employment Type: | Full Time |
| Department: | Technical Assistance Center |
| Description: | POSITION SUMMARY:
Under the direction of a Supervisor of the Technical Assistance Center, the Technical Support Analyst is the resident subject matter expert providing technical support directly to customers, Technical Support Specialists, and Field Support Engineers. The focus will be to continually increase the technical expertise throughout the Technical Assistance Center, enable continuous improvement in key service delivery metrics (accuracy and resolution rates), and help drive Parata Technical Assistance Center Support to achieve and maintain world-class service delivery.
Current opening is for a yet to be determined shift and requires flexibility to work Monday-Sunday. Rotational on-call duties are required after-hours (3rd shift) and weekends.
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| Duties: | DUTIES AND RESPONSIBILITIES:
Provide outstanding quality support with a high degree of customer satisfaction, technical expertise, and thorough/timely response to internal and external customers.
Provide frequent hands-on guidance and technical mentoring to Technical Support Specialists, identify the need to escalate and formally accept technical escalations as needed.
Assist Team Lead, Supervisor and Manager in identifying formal training requirements for Technical Support Specialists.
Act as initial point of technical consultation and escalation for the Technical Support Specialists for most matters concerning technical and performance issues with Parata products.
Consult with Technical Support Engineers, Field Support Engineers and other support staff as needed to ensure appropriate problem resolution.
Enter and maintain customer call problem / description detail into call-tracking system and follow through to ensure resolution. Update tickets within call-tracking system on a routine basis.
Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide accurate solutions to end users.
Represent Technical Assistance Center interests on cross functional project teams as needed.
Travel to customer sites as needed.
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| Qualifications: | EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
Associates degree in a technical field; Bachelors degree preferred. May substitute other education and related experience for degree requirements. Software knowledge and robotic experience required. Proven customer service experience in a technical support environment. Highly motivated to provide superior customer care. Demonstrated history of high performance and technical expertise, contributing to team success.
A+ certification.
Network+ certification.
Microsoft MCSE or MCDBA certification is highly desirable.
SQL work experience is highly desirable.
Cisco certification is a plus.
Passport required for occasional international travel.
KNOWLEDGE, SKILLS AND ABILITIES:
Ability to master Pharmacy 2000 and at least 1 additional Parata product
Knowledge of networking hardware and software components
Experience in all current versions of Microsoft business class operating systems and Microsoft SQL Server
Highly motivated to provide superior customer care
Ability to multi-task and appropriately prioritize a high workload
Utilize proper judgment to determine appropriate courses of action to ensure that Service Requests are adequately addressed and updated in a timely fashion
Strong organizational, problem-solving and troubleshooting skills
Demonstrated history of high performance and technical expertise contributing to team success
Excellent communication skills including good grammar, enunciation and listening skills. Must communicate effectively with management, coworkers and customers.
Ability to communicate effectively via writing, on the telephone, and over electronic services
Self-motivated individual with strong work ethic
Able to work with minimal supervision
Willingness to extend him/herself beyond the specified workday as required
Solid interpersonal skills; ability to work effectively across all organizations and with various levels
Travel required < 20%
Parata is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, national origin or citizenship status, age, disability, genetic information or veterans status.
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