Software Support Specialist

Matrix Solutions, located in Pittsburgh, Pennsylvania develops, markets and supports MatrixPlus™, the leading Sales Strategy and CRM tool suite for the media industry. MatrixPlus is the only solution tailored to the unique needs of media selling for television, cable, print, online and radio businesses, integrating the tools necessary to take the sales process from strategy to execution. We are recognized for being one of the fastest growing privately-held companies in the region by the Pittsburgh Business Times’ 2006 Pittsburgh 100 award. Matrix Solutions has also been named a finalist in the "Rising Star" category for Pittsburgh Technology Council's prestigious 2006 Tech 50 award which recognizes the region's leading technology-oriented companies for achievements in growth and innovation. We are currently looking for a (insert title) to join our growing team. Matrix Solutions offers a competitive salary and benefits. For more information visit our website at www.matrixplus.com. Position Summary The Software Support Specialist is responsible for providing technical and application support for MatrixPlus end users. ResponsibilitiesTroubleshoots problems and provides technical and application telephone support for MatrixPlus clients.Installs and configures MatrixPlus software on computers and/or fileservers.Provides remote installation and troubleshooting of databases.Trains customers on technical procedures and database population processes via Web meetings (importing various data) or onsite when necessary.Troubleshoots database problems and conflicts in relation to the MatrixPlus software for various Network and client Operating Systems (Win NT, W2K Server, Novell).Assists with quality assurance testing and documentation.Identifies future product enhancements and reports customer requests to development and QA departments.Tracks and reports software bugs or flaws to development and QA departments.Coordinates special projects and leads teams in group objectives.Provides technical consultation about MatrixPlus for technical and IT staff to prospective clients.Conducts and manages traffic system conversion process with client.May perform other duties and responsibilities as assigned.RequirementsBachelor degree in Computer Science or related field and or equivalent combination of education and experience.Minimum 2 years experience in a technical and customer support environment.Strong communication skills both written and oral; including the ability to translate and communicate about technical and analytical issue to all types of end users.Excellent customer service and organizational skills.Knowledge and skills of server and client operating systems a plus (Windows and Novell servers).Ability to configure, troubleshoot, and support SQL database applications.Experience supporting a multi-tier relational database application.Experience with call tracking or contact management software such as: Goldmine, HEAT, Track IT or ACCESS database, etc.Little travel to customer site(s) may be required.Microsoft Certified Professional (MCP), or equivalent Network Certification; recommended but not required.Must be eligible for employment in the U.S.Knowledge and AbilitiesMust posses a high degree of technical skill and computer operational experience as well as a customer friendly and service oriented personality and demeanor.Ability to stay abreast of environment and competitive developments within industry.Ability to be self-directed and perform all of the duties of the position in a efficient and effective manner.Strong communication skills both written and oral; including the ability to translate and communicate about technical and analytical issues to all types of end users.Strong technical skills on Server and Client Operating Systems (Windows and Novell servers).Excellent interpersonal skills with the ability to interact with all members in a team environment.Proficient in a fast paced environment.
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