Technical Support Representative - Platypus ISP Billing Soft

Main Purpose Of Position:
Provide phone and email support to our Platypus Billing Software customers.

Key Position Responsibilities/Objectives:

  • 70% - Responds to customer’s telephone and email inquiries
  • 10% - Performs Statement Printing
  • 5% - Logs into customer’s databases (SQL Server) to troubleshoot problems to determine the nature and likely causes of the problem, recommends corrective action and guides the customer through the necessary steps
  • 5% - Assists Quality Assurance by testing products and reporting problems and duplicating bugs.
  • 5% - Escalates problems to the Team Lead and Development teams
  • 5% - Assists with the creation and maintenance of knowledge base articles and documentation.

Knowledge, Skills & Abilities:

  • Experience with Microsoft and Linux Operating Systems
  • Experience installing software and hardware
  • Experience working with customers either face to face or via phone
  • SQL or other relational database experience preferred
  • PHP, JQuery, HTML/CSS experience is a plus

Education:

  • Minimum Requirements: Some College Courses in a computer related field
  • Associate’s Degree in a computer related field or higher is a plus

Interpersonal Skills  

  • Excellent verbal and written communication skills
  • Attention to detail required, must be methodical and thorough in problem solving
  • Strong customer service orientation
  • Able to maintain a calm, professional approach when dealing with difficult customers
  • Strong listening and problem solving skills
  • Must be able to learn new applications quickly

Special Requirements

  • Must be flexible and able to work 8 hour shifts
  • May be required to work statutory holidays