Position Summary: This person will provide software support to Customers and sales representatives via: telephone, web conference, e-mail, and at the Customer site.
This person must effectively communicate both verbally and in writing with Customers, peers, management, and representatives.
This person will monitor, triage, and document software support requests from Customers, partners, and peers (most commonly Customer Service Support personnel, Regional Sales Managers, Developers, and Engineers). The position requires an understanding of Radian/WECO applications and product requirements, including how users interact with our products and how our products integrate to provide a superior Customer experience and to help developers and testers troubleshoot and debug software.
What You Will Do:
- Monitor and support software support email portals.
- Triage and document software support requests from customers, partners, and internal engineers.
- Communicate with customers, partners, engineers, and developers, in a professional, clear, concise, and friendly manner, regarding software support issues.
- Troubleshoot software issues with customers and on-site representatives over the phone and/or remotely (webex/gotomeeting/etc.)
- Reply to customer mission critical issues outside of business hours as necessary.
- Log and track software issues in the ticketing system(s), from initial discovery, to closure, working with developers and testers to assess severity and impact.
- Track, escalate, and close software support tickets based on SLA (Service Level Agreement)
- type, priority, etc.
- Offer proactive communication to customers.
- Develop an understanding of Radian WECO product requirements, including the different types of users, how users interact with our products, and how our products integrate.
- Manage knowledge base of resolution paths (FAQ, Help, etc.) and known issues.
- Help developers and testers troubleshoot (debug) software for issue and resolution confirmation.
- Become an expert in all of RADIAN WECO software solutions, including legacy products.
- Deliver company products and licenses to customers.
- Travel to customer sites for high profile issue resolution.
- Provide training to customers and internal team members when required.
What We Are Looking For:
Bachelor's degree in software engineering, computer science, computer engineering, management information systems, or similar, or 2+ years of experience with software support
Experience:
Prefer 1-2 years customer service experience
Prefer 1-2 + years electric utility related experience
- Knowledge of:
- Knowledge and understanding of different Windows versions and services.
- Knowledge and understanding of MS Office products.
- Knowledge and understanding of database administration.
- Knowledge and understanding of SQL, SQL Server, and SQL Server Management Studio.
- Knowledge and understanding of network security and permissions.
- Knowledge and experience with customer and/or software support.
Skilled at:
Skilled in 2 or more of
- C#, ASP, PHP, Java, Powerbuilder, Delphi, SQL, SQL Server, Oracle, web services, TFS, Visual Studio, Salesforce, Zendesk, network security, Windows services.
Knowledge and experience with customer and/or software support.
Outgoing personality.
Familiarity with the following support tools: Zendesk, Salesforce, TFS
Desirable Qualifications:
- Local to the Pearl, MS and surrounding area.
- Professional and friendly demeanor and appearance.
- Possess adaptability to changing priorities.
(multi-tasking)
- Strong interpersonal, written, and oral communication skills.
What We Offer:
Radian Research, Inc.
offers our employees a very competitive rich benefit plan which includes:
- Medical Insurance
-PPO Plan with $750/$1,500 deductible
- Dental Insurance
- 100% premium paid for employee coverage
- Vision Insurance
-100% premium paid for employee coverage
- Short Term Disability- 100% premium paid for employee coverage
- Long Term Disability- 100% premium paid for employee coverage
- Life Insurance & AD&D
- 100% premium paid for employee coverage
- Tuition Reimbursement
- Paid Time Off to include Vacation & Sick
- Matching 401K
- Matching Roth
- 10 Paid Holidays
- Automatic participation in Employee Stock Option Plan
- Company Paid Job Specific Training & Seminar Sessions
- Flexible Spending Account
- Employee Assistance Program (EAP)
- Emergency Travel Insurance
- Employer sponsored educational sessions such as planning for retirement, will prep and estate planning, college planning, financial planning, credit repair.
- Various discount programs such as fitness, childcare, travel, electronics and other various items
- Paid Bereavement Leave
- WorkPlace Perks
- free coffee, onsite vending and more
