Client Software Support Specialist

  • Posted: 02/01/2010
  • Classification: P-14 (full time)
  • Compensation: Based upon comparable experience

Description

Education Systems, Inc.[ESI], with offices in La Jolla, CA provides software solutions which assist college and university administrative staffs nationwide. ES has an position opening for an exceptionally insightful and communicative individual to assist in the role as a Client Software Technical Support Specialist. ES EMAS Pro software helps College/University Student Financial Aid offices and Admissions offices perform their operational tasks. For further corporate and software information, visit our web site at www.emaspro.com

Join our growing team as a Client Support Specialist, that provides technical and business support to our higher education clients. Support users of our CRM software and student enrollment management solutions.

Basic Functions and Responsibilities Summarized

  • Reviewing and responding to client requests that arrive via e-mail and telephone
  • Working closely with Client Success Managers and team members to understand the business goals of our clients
  • Analyze and troubleshoot complex data and product performance issues
  • Ensure complete resolution for client issues, including coordination of any needed escalation
  • Communicate reported product issues and recommend product enhancements to the programming staff
  • Updating the knowledgebase product with timely and up-to-date information
  • Creating and running activity and usage reports
  • Recommend "best practices" to clients as appropriate
  • Participate in client education to increase user-adoption of the product line
  • Document program functionality
  • Conduct web-based training sessions, and participate in the annual product users' conference

Qualifications

  • 2+ years in customer service or technical support environment.
  • Minimum of Associates degree or combination of experience and education/Bachelor’s degree preferred
  • Technical field expertise resolving multiple customer issues
  • Experience with Relational Database Systems, such as MS SQL Server and/or Oracle, MySQL
  • Experience in Online web content development and deployment
  • 1-2 years experience with data access methods and technologies
  • 1-2 years experience with SQL - writing SQL statements, select queries and update statements
  • 1-2 years experience with Web application languages
  • Prior experience supporting web-based applications
  • Previous experience working in Higher Education a plus
  • Experience with web page design and/or e-mail marketing a plus

Personal Characteristics

  • Ability to demonstrate customer empathy, good customer diplomacy skills, and problem ownership
  • Strong organizational and time management skills
  • Ability to diagnose, troubleshoot, obtain results, provide solutions for a broad range of technical problems
  • Exceptional written and verbal communication skills are required
  • Ability to multi-task and prioritize to meet deadlines
  • Strong analytical and problem solving skills
  • Ability to support clients via web-meeting software and telephone/email support
  • Must have strong initiative and work well in a team environment

To Apply

Send resume, qualifications, 3 professional references, and compensation history to Sean Gottlieb at gottlieb@emaspro.com.

We're looking forward to speaking with you about this opportunity!