IT Help Desk/Product Support Rep.

The Product Support Representative is responsible for the support of Berkshire’s family of commercial software products. The representative’s primary responsibility is to answer technical support phone calls and e-mails, logs basic information, and attempts to resolve customer issues through a standard set of troubleshooting steps. The representative also performs other software support activities to support Berkshire’s family of software products like software testing, internal training and documentation, as needed and requested.

Product Support Function
·Answers product tech support line and manages technical support e-mail messages
·Logs basic customer, product, and issue information from callers into call tracking system
·Attempts to resolve customer issues using documented procedures and available tools
·Escalates issues, calls and e-mail messages directly to the Team Lead or Product Support Manager under special circumstances or when unable to resolve issue within reasonable period of time.
·Reviews call tracking system for protracted open tickets and status changes and notifies Product Support Manager of protracted open tickets
·Updates call tracking system records routinely
·Identifies and provides input to Product Support Manager on unique or recurring customer issues
·Maintains familiarity with all Berkshire software products
·Performs other product support duties as needed & requested

Product Testing Function
·Performs basic testing of Berkshire software products using documented procedures and available tools as needed & requested

Product Documentation Function
·Assists with developing support-related documentation (e.g. FAQs) for dissemination to customers via the Web site and e-mail
·Assists with developing product documentation (e.g. user’s guides) for Berkshire software products as needed & requested
REQUIREMENTS
Education and Experience
·A Bachelor’s degree preferably in Information Technology field.
·Prior customer support/help desk experience is preferred but not required.
·Work experience and knowledge of commonly used office software applications like Excel, Word, and Access etc.
·Basic knowledge of databases like SQLServer and Oracle is preferred but not required.

Other Knowledge, Skills and Abilities
·Be able to perform multiple tasks simultaneously
·Be able to conduct him/herself in a professional manner with customers, clients, and Berkshire employees
·Possess outstanding customer service skills
·Possess excellent verbal and written communication skills
·Be self-motivated and have a desire to continuously learn and develop his/her skills and abilities
·Possess strong teamwork skills


To apply for this position please use the apply now button listed below. To learn more about our company please visit us @ www.berkshire-aap.com EOE M/F/D/V