Technical Support Consultant for CRM SW Vendor

Technical Support Consultant ~ Resolve Issues for Users of Our CRM Software

The technical support professional with solid CRM experience who gains satisfaction by solving complex customer issues will have a wonderful opportunity to display their breadth of domain expertise with Neocase Software. When our Tier 1 and Tier 2 reseller partners must escalate issues their customers are having with our CRM software, you'll be called upon to spring into action and save the day. Those who will thrive in this role like being in control of a situation and, much like a crime scene forensic expert, can apply root cause analysis to get to the bottom of things. Technical support is a calling, not simply a job, and if your passion matches your prowess there's a place for you on the CRM support team in our Boston field office. We are growing rapidly and this position will provide an excellent vantage point to further your expertise in this function or even transition your technical support career into R&D or professional services.

Neocase Software is redefining customer relationship management, and the customer service area through high-powered, intuitive web-based solutions. A CRM industry leader for more than 15 years, Neocase Software was created from a call-center environment with one result in mind: customer satisfaction. The idea for Neocase Software was initially developed in the French-based call-center agency Supporter, and has now come of age with the unveiling of version 10, available for the first time in the US market. Neocase Software is a Gold Certified Partner of Microsoft. The Neocase Customer Service solution combined with MSCRM technology is a mature, Web-based, workflow and collaboration tool - substantially more powerful than any product available in today's marketplace. We offer our employees an attractive compensation package and great professional growth opportunities.

To apply for this position or refer someone you know, please use our online interview system managed by Accolo:

http://jobs.accolo.com/6938

Once you have completed the interview, your information will be forwarded to the hiring authority for decisions on next steps.
REQUIREMENTS
As a member of the Neocase Software support team, your first mission will be shadowing our consultants during an implementation to supplement your existing CRM experience with an understanding of our product. You'll gain exposure to configuration issues that may arise and start building for yourself a knowledge base. Besides understanding our customer service CRM software, knowing the interrelationships among Internet technologies, routers, firewalls, web servers and proxy servers will allow you to be an effective problem solver. You will interact with customers via telephone and by using remote desktop software so you can log in and attempt to recreate the problem the end user is experiencing. As you gain mastery of our enterprise application you will learn to distinguish between bugs in the software and errors that can be corrected through additional end user training. One skill you must acquire is knowing the right questions to ask of a customer in order to present the full picture to, for example, our R&D personnel in France who will support you on true bug-related issues. Because you work so closely with customers, you also will be a valuable conduit in helping to identify and document requested features or application defects. The bottom line is managing customers' and partners' expectations and driving customer satisfaction.

Related Keywords: technical support, customer support, customer service, troubleshooting, analysis, problem solving, routers, firewalls, web servers, web proxy servers, escalate, customer issues, account management, problem resolution, CRM, MSCRM, SaaS, On-Demand, resolving technical issues, documenting requested features, documenting application defects, root-cause analysis, application deployments, application training, trouble ticket