Help Desk Technician

Reference #8735

Permanent Position

Posted on 06/01/2008

Description: StayinFront is a leader in the customer relationship management (CRM) applications, decision support tools and eBusiness systems. Our StayinFront CRM software is designed to provide a single CRM platform that can manage and integrate all points of customer interaction including sales, marketing, customer support applications and the Web. Our main sector is the pharmaceutical industry; however, we also service the consumer goods and manufacturing industries. Our rapidly growing organization is seeking a motivated, talented professional Help Desk Analyst from entry level for recent graduates to 1 – 2 years experience in a call center environment. This position provides first-level support to external users of proprietary CRM software and Microsoft products. This is an excellent opportunity for a College Graduate with troubleshooting skills. Essential Functions: * Interview users to collect information about problems and lead users through diagnostic producers to determine source of error as well as educate and instruct end-users on various application and hardware issues. * Handle problem recognition, research, isolation, resolution, dispatch and follow-up routine end-sure problems, escalating more complex problems and /pr outages to the manager and/or information technology, and all appropriate channels. * Responsible for reporting results, following escalations process, and dispatching issues to the proper channels. * Execute, write and update procedures.

Required Skills: Recent graduates or 1 - 2 years experience in a technical support environment as well as troubleshooting knowledge with PC software, hardware, databases, web-based applications, and connectivity issues. Problem solving, phone skills, customer service, training, verbal and written communication skills a must. Knowledge of an escalation process and experience using a ticketing system for the documentation of the calls received from the sales representatives. The Company provides a training program for recent graduates with PC knowledge and skills. We offer Full time and Part time positions with 3 shifts and weekend work. We have excellent benefits and a company match 401k program. Software experience: Win 2000/XP MS Office, MS Outlook, Visual FoxPro, MS SQL, MS Internet Explorer, remote access software, SQL server. Call tracking software.

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