We are currently looking for a bilingual Level 2 Technical Service Representative to join our team. Your primary responsibilities will be to provide remote support to our US-based customers and to lead our new customer implementations. In this role, each day will be different. You will use your considerable skills to troubleshoot and solve users’ issues and requests, consult with customers, and play an integral role in setting them up for successful adoption of our software.
You will be the first person our customers reach out to so if you have a passion for problem-solving, enthusiasm for excellent customer service, a strong affinity for technology, and a strong command of the English language, we want to hear from you!
What is it like to work at NTI? As a member of our team, you’ll be helping us create innovative solutions to solve our customers’ business challenges. We work hard and stay focused but we never forget that the experience should be inspiring and enjoyable for the team making it all happen. Our core values are integrity; respect; sound judgment; customer-focused; results driven; giving back.
Key Duties
- Develop expert knowledge of all Alliant Systems products for support purposes. This includes all of our modules: Route Accounting, Stockroom, Mobile, Alliant Online and any future products.
- Contribute to conversions to Alliant Systems software products and work with customers to evaluate their business needs and propose solutions to our systems group.
- Collaborate with our team by assisting with data comparison and verification, invoice matching, and customer communication on ongoing projects.
- Install our software and systems for customers and train users about the product best practices.
- Apply your knowledge of our software to create data manipulations that will allow our customers to use our applications to best serve their business needs.
- Troubleshoot the more complicated, higher level service requests and guide users through a series of diagnostic actions to resolve a problem and seek opportunities to share recommendations on how to effectively use our software.
- Serve as a subject matter expert/consultant at level 2 for our service team and respond promptly to escalation requests and inquiries.
- Assist in the development of product corrections and enhancements; diagnose when an issue requires programming and collaborate with our developers to work through the errors in our software and recommend improvements.
- Manage multiple service requests and maintain proactive, open communication with team members and customers to ensure that issues are solved and questions are answered in a timely manner.
- Install software updates as scheduled.
- Document all program, data, and customer activity in a clear, accurate, and concise manner in our service delivery platform, ConnectWise.
- Additional duties as requested.
Skills and Qualifications
- Fluent in English required.
- Degree in Information Technology or related field, or, alternately, at least 3 years of experience in a technical support role.
- Ability to use critical thinking and analytical skills to solve problems.
- Strong technical orientation with the ability to quickly learn software.
- Excellent interpersonal skills with an ability to adapt.
- Effective communication skills, both written and verbal.
- Ability to prioritize and manage time effectively working multiple projects and requests.
- Prior experience in customer service preferred.
Benefits
- DR Law Benefits.
- Flexible Vacation Time.
- Option to Work from Home.
- Friendly Teamwork Environment.
- Learning and Development Opportunities.