Image Trend Applications Support Specialist

Description:

ImageTrend, Inc. is a fast-paced, award winning software development company focused on streamlining business processes through the implementation of comprehensive Web and client-based solutions. We are seeking an Applications Support Specialist to provide support to customers on our Emergency Data Systems.

The Applications Support Specialist will answer complex questions on the function and usage of ImageTrend products via telephone, Internet, or online services, and demonstrate expert knowledge of ImageTrend products used by customers. This individual may need to respond to customer needs in off-hour situations. Please visit our career center at http://www.imagetrend.com/about/careers to apply!

Duties:

  • Acquire in-depth knowledge of ImageTrend products
  • Answer incoming calls, emails, chat sessions from customers in order to resolve issues immediately or to track issues to ensure follow up later if more information is needed
  • Assist with testing and duplicating unknown software and hardware problems reported from the customer-base
  • Assist other support team members to make follow up calls regarding customer problems
  • Take ownership of each communication with the customer, ensuring follow up communication is made as needed
  • Complete special projects and tasks as assigned by Team Lead
  • Develop an understanding of the business processes ImageTrend products support

Qualifications:

  • 2 year technical degree or equivalent experience required; 4 year degree preferred
  • 2 to 5 years of customer service experience supporting software product base
  • Previous and experience with Level One customer support preferred
  • Effective telephone skills to ascertain customer concerns, consider alternatives and provide customers guidance to solve their questions or issues
  • Background in either EMS/Fire or Education preferred
  • Ability to develop a strong knowledge of ImageTrend products and service offerings and ability to troubleshoot to resolve customer inquiries
  • Proven track record of working with customers via telephone to build relationships and positive outcomes
  • Willingness to interact with customers in a professional, productive manner that enhances customers’ experience with ImageTrend
  • Strong organizational skills to interact with multiple customers over the course of a day
  • Ability to work independent of supervision

EEO/AA