Image Trend Support Specialist

Job: Application Support Specialist/EMS background preferred

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 in our Emergency Data Systems product line.

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 will need to be able to manage and triage numerous projects and tasks at the same time, while providing excellent customer support.  They may also need to respond to customer needs in off-hour situations

Duties:

  • Acquire in-depth knowledge of various ImageTrend EDS 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, and troubleshoot the issue(s) at hand
  • 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 the Support Manager

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
  • 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
  • Background in either EMS/Fire preferred

EEO/AA