Vacancy expired!
- Provide HD Vendor support and technical issue resolution via email, phone and Defect tracking system.
- Build rapport and elicit problem details from HD vendor support staff.
- Provide timely, efficient and pleasant follow up to HD vendor staff questions or issues, as applicable.
- Communicate customer priorities regarding defects to Core Team.
- Work with Developers and Business Analysts to understand new features being released.
- Work with Production Support team lead to convey release information to customers.
- Work with Core Team to determine release schedule with customers.
- Document all incidents in incident tracking system
- Manage incidents to closure
- Interact effectively with customers (HD Vendor) and internal developers
- Escalate issues as needed
- Assist in generating training materials and customer facing documentation.
- College degree and 0-2 years of related work experience, or Associate degree and 3-4 years of related work experience, or High School diploma/equivalent and 4-6 years related work experience required
- Demonstrated ability to analyze and understand complex software applications with minimal direction from more senior personnel.
- Strong interpersonal skills.
- Must be able to work within tight deadlines and be adept at balancing shifting priorities and time management.
- Must be a strong team player with excellent written and verbal communication skills in English.
- Ability to accept personal accountability and ownership for areas of responsibility. Strong analytical skills with excellent customer service skills.
- Strong client focus and collaborative work style
- Ability to understand and explain technical information
- Ability to create customer facing documentation
Vacancy expired!