Job Duties: Answers customer phone calls and records customer problems in a customer call tracking application. Utilizes knowledge of application software, hardware platforms, and underlying database management system to resolve customer application software issues. Provides workarounds to customers when software modifications are not immediately available. Accurately determines the priority and severity of customer calls based on pre-determined definitions, the customer's description of the problem, and industry experience. Routes calls appropriately depending on customer's requirements, the nature of the defect, the priority of the defect, and responsible department. Communicates status to customers regarding ongoing analysis of existing calls and confirmed application issues. Interacts with customer and internal team members (QA/Deployment) to coordinate the deployment of fixes for application defects. Evaluates assigned calls and quickly addresses them in a pre-defined, priority-based order. Analyzes and accurately documents application issues to be escalated to management for resolution.
Required Qualifications: Associate's degree, or relevant experience Strong technical skills Preferred Qualifications: Bachelor's degree from an accredited college or university Experience in application support within AS400 database environments Accounting experience is a plus Payment Processing Industry experience Rental Industry experience RentalMan experience Skills Excellent organizational, interpersonal, written, and verbal communication skills Ability to perform comfortably in a fast-paced, deadline-oriented work environment Ability to successfully execute many complex tasks simultaneously Ability to work as part of a team, as well as independently